End User Support Engineer

DUTIES AND RESPONSIBILITIES:

• Attain mastery of the organization’s workplace technologies and stay updated with the latest industry solutions.

• Implement and optimize digital tools, platforms, and initiatives to enhance employee productivity and satisfaction.

• Provide technical support and troubleshooting for end users across various devices and platforms, ensuring minimal disruption to operations.

• Conduct research, proof of concept testing, and technical validation of emerging workplace technologies.

• Collaborate with CIT and TGI technical teams to identify and configure features that improve the digital experience in both in-office and remote work settings.

• Assist in software deployment, updates, and configuration to ensure smooth user adoption and compatibility.

• Develop and maintain user documentation, FAQs, and self-help resources to empower employees and reduce support requests.

• Facilitate onboarding and training sessions for new employees on digital tools and systems.

 • Provide on-site support in designated office areas, assisting employees with queuing systems, device setup, and other walk-in support needs.

• Identify opportunities for automation of repetitive support tasks and implement solutions to improve efficiency and reduce manual workload.

• Ensure all activities align with organizational quality and information security standards.

• Complete assigned tasks in accordance with defined KPIs and service level agreements.

QUALIFICATIONS:

A. Minimum Education

• Bachelor’s degree in Computer Science, Information Technology, or related field

• Training or certifications in end user support and workplace technologies preferred

B. Minimum Experience/Training

• With 2 to 3 years relevant experience in IT support

• Strong understanding of end user technologies and general IT concepts.

• Experience in technical research, user experience (UX), and design thinking is a plus • Familiar with DEX concepts, tools and methodologies

• Familiar with evolving workplace technologies, e.g. AI tools

• Skilled with the Microsoft Office apps and platform

C. Competency

• Analytical, result-oriented, team player, fast learner and dynamic

• Can work with minimum supervision

• Excellent communication and interpersonal skills.

• Takes responsibility for timely completion of work

• Passion for learning and staying updated with the latest tech trends.