Senior Technician

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
- Act as a point of escalation within the EUC for more complex or in-depth issues
- Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
- Take on role of Incident Manager when required or directed by management
- Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the End user Computing Team
- Train and mentor more junior EUC agents
- Provide first level Incident logging and resolution, or re-assignment to other teams
- Provide Service Request Fulfilment for IT Services
- Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
- Adhere to and promote all applicable official SES policies, procedures, and standards.
- Ensure the adherence to existing policies (ITSM,



CoBIT, ITIL, Security)
- Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
- Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
- Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
- Be proactive and responsive to customer needs
- Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
- Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
- Actively participate to the Lifecycle management of all End User Computers within SES including:
- Deployment
- Maintenance
- Renewal
- Di

📌 Senior Engineer End User Computing (Chennai)
🏢 SES
📍 Chennai