End User Support Specialist| Emirati Talent

The End User Services (EUS) Associate is responsible for delivering comprehensive technical support and services to end users across the organization. This role encompasses the resolution of hardware and software issues, device configuration, user access management, and the optimization of desktops, laptops, mobile devices, and other end-user technologies. The EUS Associate is instrumental in ensuring high levels of customer satisfaction and operational efficiency.Key Responsibilities & Accountabilities:Install, configure, and maintain computer hardware, software, networks, printers, and scanners for all users, including senior management.Provide first and second-line support for hardware, software, operating systems, mobile devices, and collaboration platforms such as Microsoft Teams and Zoom.Troubleshoot and resolve technical incidents and service requests via phone, chat, email, remote tools, and on-site support.Support both Windows and macOS environments, corporate applications, and manage user access through Active Directory.Proactively monitor system health and network performance to identify and address potential issues, ensuring continuous uptime and reliability.Resolve technical issues related to LAN, WAN, and VPN connectivity.Configure and maintain routing, switching, network setups, and internet connectivity.Respond promptly to service issues and user requests, ensuring timely resolution.Provide advanced technical support to senior management, addressing complex issues with urgency and precision.Repair or replace faulty equipment as needed, ensuring compliance with operational standards.Demonstrate strong knowledge of computer systems, network protocols, infrastructure hardware, and software technologies.Possess proven experience in diagnosing and resolving LAN/WAN and VPN-related issues.Serve as the escalation point for unresolved or complex technical problems, prioritizing senior management’s needs.Deliver expert-level troubleshooting across various platforms and devices.Oversee equipment repairs and replacements, maintaining operational readiness.Develop and maintain technical documentation, internal knowledge base articles, and user-facing troubleshooting guides.Mentor and guide junior support engineers, sharing best practices and technical expertise.Manage and prioritize support cases, ensuring all incidents are tracked, resolved, and followed up to ensure user satisfaction.