Position Summary:

The Engineer - End User Support (EUS) is responsible for providing technical assistance,

troubleshooting, and resolution for hardware, software, and network-related issues for end users. This role ensures smooth day-to-day operation and productivity by delivering high-quality customer service and IT support.

Key Responsibilities:

1.Technical Support:

oProvide hands-on and remote technical assistance to end users for hardware, software,

and peripheral devices.

oDiagnose and resolve hardware, network, and application issues.

oEscalate complex problems to senior IT staff or relevant departments when necessary.

2.Incident and Problem Management:

oManage service requests, incidents, and tasks through the IT service management

(ITSM) system.

oTroubleshoot, document, and resolve issues within agreed SLA (Service Level

Agreement) timeframes.

oConduct root cause analysis for recurring issues and recommend preventive measures.

3.Device Management:

oDeploy, configure, and maintain laptops, desktops, mobile devices, and other end-

user hardware.

oPerform operating system and software installations, patches, and updates.

4.Collaboration and Communication:

oInteract with internal users to understand and address technical needs.

oClearly communicate technical resolutions, status updates, and best practices to users.





5.Documentation and Reporting:

oMaintain accurate records of incidents, support activities, and inventory in relevant databases.

oGenerate support and performance reports for management review.

6.Process Improvement:

oEvaluate current processes and provide recommendations for enhancing the EUS framework.

oTest and roll out current tools, applications, or IT technologies to improve user experiences.

7.Training and Guidance:

oAssist end users in understanding IT systems, applications, and policies.

oConduct training sessions for staff to promote self-service practices and effective use of IT tools.

Requirements:

•Skills & Knowledge:

oStrong understanding of operating systems (Windows, macOS, Linux) and mobile platforms.

oProficiency in troubleshooting hardware/software and basic networking concepts.

oFamiliarity with ITSM tools like ManageEngine, ServiceNow, Jira, or similar platforms.

oKnowledge of security protocols, VPNs, and remote access tools.

•Soft Skills:

oExcellent communication and interpersonal skills.

oAbility to prioritize tasks in high-pressure environments.

oStrong problem-solving and analytical skills.

•Work Conditions:

oOffice-based support.

oMay require after-hours or on-call support depending on business needs.

📌 Engineer - IT (Hyderabad)
🏢 Waisl
📍 Hyderabad