Overview

ROLE AT A GLANCE

Endpoint &

- Device Proficiency

- Confident use of Windows/macOS in corporate environments
- Understanding device lifecycle (provisioning, patching, refresh)
- Working knowledge of peripherals (printers, docking stations, AV tools)
- Familiarity with VDI/DaaS concepts (e.g., Azure Virtual Desktop)

Enterprise Productivity Platforms

- Advanced Microsoft 365 usage (Outlook, Teams, OneDrive, SharePoint)
- Managing shared mailboxes, calendars, and permissions (end‑user level)
- Real‑time collaboration and document governance
- Knowledge of versioning, recovery, and co‑authoring

Security &

- Compliance Awareness

- Strong understanding of phishing, ransomware, and social engineering
- Using MFA, password managers, and conditional access correctly
- Data classification and information protection (DLP awareness)
- Secure remote working practices (VPN, Zero Trust basics)

Troubleshooting &

- IT Interaction

- Root‑cause thinking for common EUC issues
- Log collection and clear problem articulation
- Effective ITSM usage (ServiceNow, etc.)
- Understanding SLAs, incident vs request vs change

Communication &

- Collaboration

- Clear written and verbal communication with technical and non‑technical users
- Conducting end‑user training or floor support sessions
- Professional etiquette in chats, emails, and virtual meetings

Problem-Solving &

- Critical Thinking

- Structured approach to diagnosing user issues
- Ability to work under pressure during outages or events
- Balancing user experience with policy and security requirements

Customer &

- Service Orientation

- Empathy toward end users and business teams




- Managing expectations and prioritization
- Delivering reliable support during high‑visibility events

Process &

- Documentation

- Following SOPs and knowledge articles
- Creating explicit user guides and FAQs
- Continuous improvement mindset

Automation &

- Efficiency (End‑User Level)

- Advanced Excel (lookups, pivot tables, data cleaning)
- Power Automate basics for personal/team workflows
- Task management using Planner, To Do, or similar tools

Accessibility &

- Inclusive IT

- Awareness of accessibility features in Windows &
- M365
- Supporting diverse workstyles and needs
- Promoting inclusive digital collaboration

Leadership &

- Managerial EUC Skills (for Senior Roles)

- End‑user experience (EUX) focus
- Stakeholder and vendor coordination
- Change management and adoption planning
- Risk, compliance, and audit readiness
- Metrics-driven reporting (CSAT, ticket trends)

- Additional duties include Month end operations support, Week end support &
- On call request support

TEAM DYNAMICS

- Good Team collaborator, quick learner & versatile to work environment

QUALIFICATIONS FOR SUCCESS: (Skills, background, and experience required for success)

Education

- BE or BCA

Experience

- 5-7 years
- Click here to type any additional relevant background experience required for this role.

Skills/Certifications *limit 3-5 bullets

- End User Computing
- Identity &
- Access Management
- Microsoft 365 &
- Collaboration Tools
- Endpoint &
- Device Management
- Application &
- Software Support
- IT Service Management (ITSM)
- Hands on experience in ITIL tool
- Work experience in Oracle software
- Active directory &
- Intune

📌 Employee Technology Experience Technician III (Karnataka)
🏢 Herbalife
📍 Karnataka