Overview
ROLE AT A GLANCE:
Endpoint & Device Proficiency
- Confident use of Windows/macOS in corporate environments
- Understanding device lifecycle (provisioning, patching, refresh)
- Working knowledge of peripherals (printers, docking stations, AV tools)
- Familiarity with VDI/DaaS concepts (e.g., Azure Virtual Desktop)
Enterprise Productivity Platforms
- Advanced Microsoft 365 usage (Outlook, Teams, OneDrive, SharePoint)
- Managing shared mailboxes, calendars, and permissions (end‑user level)
- Real‑time collaboration and document governance
- Knowledge of versioning, recovery, and co‑authoring
Security & Compliance Awareness
- Strong understanding of phishing, ransomware, and social engineering
- Using MFA, password managers, and conditional access correctly
- Data classification and information protection (DLP awareness)
- Secure remote working practices (VPN, Zero Trust basics)
Troubleshooting & IT Interaction
- Root‑cause thinking for common EUC issues
- Log collection and clear problem articulation
- Effective ITSM usage (ServiceNow, etc.)
- Understanding SLAs, incident vs request vs change
Communication & Collaboration
- Clear written and verbal communication with technical and non‑technical users
- Conducting end‑user training or floor support sessions
- Professional etiquette in chats, emails, and virtual meetings
Problem-Solving & Critical Thinking
- Structured approach to diagnosing user issues
- Ability to work under pressure during outages or events
- Balancing user experience with policy and security requirements
Customer & Service Orientation
- Empathy toward end users and business teams
- Managing expectations and prioritization
- Delivering reliable support during high‑visibility events
Process & Documentation
- Following SOPs and knowledge articles
- Creating clear user guides and FAQs
- Continuous improvement mindset
Automation & Efficiency (End‑User Level)
- Advanced Excel (lookups, pivot tables, data cleaning)
- Power Automate basics for personal/team workflows
- Task management using Planner, To Do, or similar tools
Accessibility & Inclusive IT
- Awareness of accessibility features in Windows & M365
- Supporting diverse workstyles and needs
- Promoting inclusive digital collaboration
Leadership & Managerial EUC Skills (for Senior Roles)
- End‑user experience (EUX) focus
- Stakeholder and vendor coordination
- Change management and adoption planning
- Risk, compliance, and audit readiness
- Metrics-driven reporting (CSAT, ticket trends)
- Additional duties include Month end operations support, Week end support & On call request support
TEAM DYNAMICS:
- Good Team collaborator, quick learner & flexible to work environment
QUALIFICATIONS FOR SUCCESS: (Skills, background, and experience required for success)
Education
Experience
- 5-7 years
- Click here to type any additional relevant background experience required for this role.
Skills/Certifications *limit 3-5 bullets
- End User Computing
- Identity & Access Management
- Microsoft 365 & Collaboration Tools
- Endpoint & Device Management
- Application & Software Support
- IT Service Management (ITSM)
- Hands on experience in ITIL tool
- Work experience in Oracle software
- Active directory & Intune
