Support Analyst - End User Services

Support Analyst - End User Services

Scope:

The Global Technical Support Engineer serves as the highest level of technical escalation for endpoint computing services, providing advanced support for desktops, laptops, operating systems, applications, conference room technologies, and enterprise endpoint management. The role is responsible for diagnosing and resolving complex hardware, software, operating system, and infrastructure-related issues while ensuring optimal endpoint performance, security compliance, and business continuity.

The engineer collaborates with Infrastructure, Security, Network, and Application teams, manages enterprise endpoint platforms, supports executive users, drives process improvements, and ensures timely resolution of incidents within agreed SLAs. This role also provides technical leadership and mentoring to L1/L2 support engineers while delivering an exceptional end-user experience.

What you'll do:

• Act as the L3 escalation point for complex endpoint, operating system, application, and hardware-related incidents.

• Diagnose, troubleshoot, and resolve advanced desktop, laptop, peripheral, and operating system issues.

• Manage SCCM/MECM software deployments, operating system imaging, application packaging, and endpoint compliance.

• Perform root cause analysis and implement permanent fixes for recurring technical issues.

• Coordinate hardware diagnostics, warranty support, and replacement activities with OEM vendors.

• Support Microsoft 365 applications, collaboration tools, and enterprise endpoint technologies.

• Manage and support conference room Audio/Video systems and executive meeting environments.

• Provide L2 network support and troubleshooting for LAN, WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, VLANs, and network connectivity.

• Maintain IT asset inventory and perform asset lifecycle management activities.

• Create reports, dashboards, and inventory queries using Inventory tools ServiceNow inventory and Manage Engine.

• Ensure incidents and service requests are resolved within agreed SLAs while providing timely communication to end users.

• Collaborate with Infrastructure, Network, Security, and Application teams to resolve cross-functional issues.

• Escalate unresolved issues appropriately and drive them to closure.

• Develop and maintain technical documentation, SOPs, and knowledge base articles.

• Mentor L1/L2 support engineers by providing technical guidance and knowledge sharing.

• Participate in endpoint security initiatives, vulnerability remediation, compliance activities, and process improvements.

• Provide support after-hours support during critical incidents or business requirements.

Our Technical Environment:

• Windows 10/11, macOS

• SCCM/MECM, MDT, WDS

• Microsoft Intune & Autopilot

• Microsoft 365 (Outlook, Teams, OneDrive, Office)

• Active Directory, GPO, DNS & DHCP

• LAN/WAN, VPN & Wi-Fi Networking

• Teams Rooms & AV Conferencing

• IT Asset Management & Lansweeper

• Data Center Infrastructure (MDF/IDF)

• PowerShell & Automation Tools

What we are looking for:

• Bachelor’s degree in information technology, Computer Science, or a related field.

• 6 to 9 years of experience in End User Computing (EUC), Desktop Engineering, or Technical Support.

• Proven experience supporting enterprise endpoint environments in a global organization.

• Strong knowledge in Windows administration, SCCM/MECM, Microsoft 365, Active Directory, and endpoint troubleshooting.

• Experience supporting macOS devices and enterprise mobility solutions is preferred.

• Good understanding of networking fundamentals and enterprise IT infrastructure.

• Experience in IT asset management and hardware lifecycle management.

• Strong customer service, analytical, and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to prioritize multiple tasks and work effectively under pressure.

• Experience working in an ITIL-based support environment.

• Microsoft, ITIL, Apple, or Cisco certifications are an added advantage.

• Willingness to support after-hours during critical incidents or business requirements.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Experience Level

Senior Level