EUC Support

Experience: 6-8 YRS

Location: Hyderabad - WFO

Role Sr. End User Support / Technical Support Engineer

Responsibilities:

• Experience working in an End-User desktop support role or computer operations environment required.

• Advanced printer / peripheral device troubleshooting.

• Hardware Diagnostic and Hardware Fault Determination and Software Troubleshooting.

• Providing remote technical support to users of desktop and laptop, printer etc.

• Provide support to Google Site, Bomgar etc.

• Basic administration of Google Suite, Google Ops Support

• Resolve issues related to Google Drive file permissions and sharing.

• System Optimization - Conduct in-depth analyses of resource utilization and performance metrics for Google Workspace.

• Assist with account lockouts and user access issues.

• Ticket Triage- Manage incoming support tickets from various channels (email, chat, or ticketing system), Categorize, prioritize and respond to end-users.

• Manage end-user requests.

• Configuring & trouble shooting problem w.r.t Operating System, Office Applications.

• Ensuring technical queries not progressing are escalated.

• Handling VIP and escalation calls.

• Proficient in supporting hardware and software issues for computer systems and mobile devices.

• Interacting with senior users to understand the requirements.

• Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.

• Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.

• Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.

• Investigation and resolution of issues and may also include performance monitoring.

• Skilled technologist with experience configuring computers and peripheral devices to work within established company and security parameters.

• Troubleshooter with excellent diagnostics and repair abilities.

• Expert in diagnosing security applications (Antivirus for computer systems and mobile devices

• Removed malware, ransomware, and other threats from systems (Windows, MacOS, Android and iOS devices)

• Analyzed customer's need and issues to identify troubleshooting methods needed for quick remediation

• Executed various techniques including Network troubleshooting, Application updates and applying patches to devices.

• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Desired skills / Nice to have skills

• Google Workspace Administration.

• Understanding of ITIL processes and methodologies.

• Excellent communication & interpersonal skills.

• Experience with ticketing tools SNOW etc.

• Knowledge of Incident, Problem, Change Management.

• Record events and problems and their resolution in logs.

• Able to resolve problems quickly.

• 24x7 support