Job Overview
The successful candidate will play a pivotal role in delivering exceptional support services to internal staff and administrative systems. This involves providing expert assistance as a service specialist, focusing on service and communication. The End User Service Engineer is responsible for actively contributing to the End User Services team by offering comprehensive support for all internal staff and administrative systems.
Key Responsibilities
1. Perform and administer all Support requests for Windows and Mac based Operating Systems that are logged via the service desk application in a timely and measurable manner.
2. Provide excellent customer service through communication and actions, keeping customers and team members constantly informed of their request status until completion.
3. Install, assemble, and configure computers, monitors, network infrastructure and peripherals and related hardware as required, including assisting in office moves and installations.
4. Troubleshoot problems with computer systems both Windows and Mac, both hardware and software, email, network, and peripheral equipment problems; make repairs and corrections where required.
5. Act as a technical resource in assisting users to resolve problems with equipment and data; staff a centralized IT Support Desk to facilitate exchange of information and advice; implement solutions or notify outsource providers as required.
6. Proactively suggest and recommend hardware and software acquisition recommendations, helping users assess needs and provide justification for equipment and services.
7. Develop and document processes and procedures, ensuring administration and implementation are maintained to the highest standards to maintain consistency across the business.
8. Review procedures, policies, and technology; suggest change and provide alternatives with an eye to the future.
9. Assist with and/or lead providing in-house application and procedure training, which may include documentation, group presentations, and video conference sessions as required.
10. Make informed decisions and choices by gathering and reviewing metrics, identifying trends, and recommending solutions based on those metrics or resource requirements.
11. Promptly resolve equipment issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication.
12. Document procedures, tasks, and repetitive requests, maintaining a library of documents for support, knowledge base articles, training, and education, constantly reviewing and ensuring accuracy.
13. Assist with network setup and configuration, including routers, switches, modems, and wireless access control devices.
14. Work closely with network engineers, office management, and operations staff to assess needs and deliver required support.
15. Ensure compliance with all IT policies and procedures regarding documentation, asset tracking, and quality assurance.
16. Travel on occasions, both interstate and international, as required.
17. Provide out-of-hours mobile phone, remote, and on-site support as required.