Role Overview:

As a key member of the Technology team, the End User Service Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs. The engineer also drives local optimization and promotes the adoption of end-user technologies.

Key Responsibilities:

1. Technical Support

• Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
• Support and assist users with Onboarding & Offboarding process
• Support and maintain local conference and meeting room equipment
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

1. Service Management

• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
  • resolved to agreed targets as defined in the Service Level Agreement (SLAs).
  • Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
  • Manage calls with 3rd party suppliers where necessary through to closure
  • Escalate calls where necessary to the support manager, report on status of outstanding calls
  • Builds relationships with other international support teams to create a cohesive support team
  • Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
  • Drive technology adoption of end user services related applications and systems
  • Support Audits related activities alongside other tech functions and business.

Preferred Qualifications:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
  • Windows and Mac OS
  • Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
  • iOS and Android devices
  • Hardware and Peripherals
  • Mobile devices
• Excellent knowledge on IT Ticketing Systems, especially Service Now
• Conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• Knowledge on SCCM and Intune
• Basic Network Skills to support the local Office Infra as needed
• Experience in working with an International Support Environment
• ITIL certified (Preferred)

Personal Skills:

• Excellent communication skills in English and the local language (if applicable)
• Strong customer service orientation with a focus on client satisfaction
• Ability to remain calm under pressure and manage multiple tasks.
• Organized, adaptable, and collaborative team player.

A&O IT Group

As a successful and growing global IT services provider, A&O IT Group deliver ‘fully managed’ IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.

This role is subject to a post-offer Background Verification in accordance with the local country legislation.

Learn more about life at A&O IT Group and our opportunities on our website IT Engineer Careers page.

NO AGENCIES

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.