Gazelle Global
End User Support Engineer
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End User Support Engineer
The Role
As an End User Support Engineer, you will be responsible for providing onsite technical support to end users, ensuring the smooth operation of workplace technology and delivering excellent customer experience. You will work closely with business users, supporting hardware, software, collaboration tools, and IT infrastructure while contributing to business continuity and operational excellence through effective incident resolution and service delivery.
Your Responsibilities
- Provide onsite technical support for desktops, laptops, mobile devices, printers, and related peripherals.
- Diagnose and resolve hardware, software, operating system, and application issues.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Install, configure, and maintain end-user devices in accordance with organizational standards.
- Manage incident and service request tickets, ensuring compliance with SLA requirements.
- Perform user account administration, password resets, and access management activities.
- Support meeting room technologies, audio/video conferencing systems, and collaboration tools.
- Coordinate with infrastructure, network, security, and application teams for issue resolution and escalations.
- Maintain hardware inventory and assist with device deployment, replacement, and asset tracking.
- Provide excellent customer service and user training to improve adoption of IT systems and services.
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Your Profile
- Proven experience in providing onsite end-user or desktop support in a corporate environment.
- Strong knowledge of Windows operating systems and Microsoft Office applications and AVD’s.
- Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
- Knowledge of Active Directory and user account administration.
- Experience troubleshooting desktops, laptops, printers, and mobile devices.
- Familiarity with ITSM tools such as Jira & ServiceNow or similar ticketing platforms.
- Strong diagnostic and problem-solving skills with attention to detail.
- Excellent customer service, communication, and interpersonal skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Understanding of IT security policies, procedures, and best practices.
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Desirable skills/knowledge/experience
- Experience with Microsoft Intune, Active Directory, Nerdio Manager, Uniflow.
- Knowledge of Azure Active Directory and cloud technologies.
- ITIL Foundation certification or knowledge of ITIL processes.
- Experience supporting executive/VIP users.
- Knowledge of audio/video conferencing and meeting room support technologies.
- Basic PowerShell scripting and automation experience.
- Familiarity with endpoint security and device management solutions.
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