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The End User Computing Senior Associate role involves providing IT support for internal end-user technology management systems. The candidate will address user tickets related to hardware, software, and networking, guide users through installations, and conduct remote troubleshooting. Strong proficiency in desktop support and Windows operating systems is essential. The position requires 1-3 years of experience in desktop and laptop support, with a focus on customer satisfaction and technical documentation.
Job Responsibility:
End user support-Desktop Support-Windows operating system-Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
Addressing user tickets regarding hardware, software, and networking
Walking customers through installing applications and computer peripherals
Asking targeted questions to diagnose problems
Guiding users with simple, step-by-step instructions
Conducting remote troubleshooting
Testing alternative pathways until you resolve an issue
Customizing desktop applications to meet user needs
Recording technical issues and solutions in logs
Directing unresolved issues to the next level of support personnel
Following up with clients to ensure their systems are functional
Reporting customer feedback and potential product requests
Helping create technical documentation and manuals
Requirements:
1-3 years of experience in Desktop and Laptop support
Proficiency in desktop support and Windows operating systems
Experience in addressing user tickets regarding hardware, software, and networking
Ability to walk customers through installing applications and computer peripherals
Ability to ask targeted questions to diagnose problems
Ability to guide users with simple, step-by-step instructions
Experience in conducting remote troubleshooting
Ability to test alternative pathways until you resolve an issue
Ability to customize desktop applications to meet user needs
Ability to record technical issues and solutions in logs
Ability to direct unresolved issues to the next level of support personnel
Ability to follow up with clients to ensure their systems are functional
Ability to report customer feedback and potential product requests
Ability to help create technical documentation and manuals