Senior Specialist, End User Services (EUS)

The Senior Engineer, End User Services (EUS) is responsible for providing technical support to all end-users across the organization, ensuring the smooth operation and optimal performance of endpoint devices, hardware, and software. This includes managing, troubleshooting, and resolving hardware and software issues, administering user accounts and access rights, and assisting with the deployment of new endpoint devices and software, thereby maintaining end-user productivity and satisfaction.

You will need to:

• Assist in managing the EUS service desk team (internal + vendor) to ensure service delivery met expectations
• Act as a Subject Matter Expert (SME) for all EUS related matters
• Provide guidance to the EUS team on the defined processes and ensure compliance
• Primary point of contact and in-charge for the IT setup for new sites
• Manage EUS related projects

You should:

• 1-3 years leading Helpdesk team with 3-5 years Helpdesk work experience OR relevant certification
• Strong knowledge of Google Workspace, Microsoft Active Directory, File and Print Services, Networking
• Strong understanding of computer hardware (WindowsOS / Android / macOS / iOS)
• Evidenced problem-solving skills, comfortable navigating ambiguity
• Strong in tracking and following through issues to resolution and closure
• Service oriented with strong communication skills
• Good in vendor management and multitasking
• Structured, meticulous and a team player

It would be great if you:

• Ability to maintain patience and composure under pressure
• Thrives in a results-oriented, fast-paced environment
• Positive, team-oriented mindset, with a natural willingness to always go the extra mile
• Resourceful and passionate about new technology and innovation