End User Support - Night Shift

Summary
To support the day-to-day operations of the IT team while ensuring that end users receive timely and effective technical support. The role involves working closely with internal stakeholders, vendors and the IT support team to manage IT assets, coordinate procurement activities, maintain vendor contracts and ensure smooth delivery of IT services. To contribute to efficient IT operations by maintaining proper tracking of assets, supporting procurement and vendor management processes and assisting the end user support team in delivering services aligned with agreed standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• End User Support

  • Deliver L1/L2 support for desktops, laptops, mobiles, and peripherals.

  • Resolve Windows, Microsoft 365, Teams, Outlook, and enterprise app issues.

  • Ensure SLA compliance via ITSM tools (ServiceNow/Jira).

  • Drive user satisfaction through proactive support.

• Modern Workplace & Device Management

  • Provision and manage devices via Intune, Endpoint Manager, Autopilot.

  • Oversee patching, software deployment, compliance, and endpoint security.

• IT Asset Lifecycle

  • Track IT & Telecom assets from procurement to disposal.

  • Maintain accurate inventory and support onboarding/offboarding.

  • Participate in audits and compliance checks.

• Procurement & Commercials

  • Coordinate IT hardware/software procurement with vendors.

  • Manage RFQs, quotations, approvals, Requisitions and PO creation, and delivery tracking.

  • Ensure compliance with procurement policies.

• Vendor & Contract Management

  • Maintain vendor contracts, SLAs, and escalation matrices.

  • Track renewals to prevent service disruptions.

  • Drive vendor coordination for escalations and improvements.

• Financial Coordination

  • Validate invoices, ensure billing accuracy, and support audits.

  • Coordinate with finance for timely payments.

• Budget Support

  • Assist in budget preparation and monitoring.

  • Track IT expenses and support cost optimization.

• Reporting & MIS

  • Generate MIS reports on assets, vendors, procurement, and support metrics.

  • Provide visibility into inventory and procurement tracking.

EDUCATION AND EXPERIENCE

• Any Bachelor's degree with 4-6 years of relevant experience.

• Certifications such as CCNA, ITIL will be an advantage.

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.