IT End User Support Engineer

To provide service desk support activities within ENOC, ensuring secure, reliable, and smooth operation of the user support function to maintain high quality and availability of IT services.Assist end users with hardware and software problems via phone, email, or on-site visits to understand and resolve issues.Principal Accountabilities Lead immediate fixes for user incidents identified or reported.Proactively monitor the delivery of support services according to policies, procedures, SLAs, and schedules.Perform any special assignments from line managers or IT senior management.Provide technical support through support queries via phone, email, and fax.Install, configure, or upgrade end-user devices such as PCs, laptops, tablets, and mobiles.Maintain a high level of customer service and adhere to service management principles.Take ownership of user problems and proactively address issues.Log all calls in the call logging system.Respond to client inquiries and help resolve hardware or software problems.Keep records of software or hardware issues detected.Support users with training and advice on computer equipment use.Assign complex issues to relevant IT support team members.Arrange external technical support when problems cannot be resolved internally.Escalate calls to appropriate personnel if unresolved within the agreed timeframe.Experience Minimum Bachelor's degree in Computer Science, Computer Engineering, or equivalent.Professional industry certifications such as ITIL, PRINCE II, PMP are advantageous.3+ years of IT infrastructure experience focusing on end-user support management.Solid understanding of application support, security concepts, and requirements.Good knowledge of TCP/IP, firewalls, networking protocols, and security.Experience with end-user support frameworks.Excellent telephone etiquette and call logging skills.Strong knowledge of Microsoft operating systems, Office applications, and related technologies like AD, DNS, HTTP/S, SSH, LDAP, DHCP.Experience troubleshooting Microsoft Outlook within network environments.Knowledge of hardware setup and configuration for PCs, laptops, tablets, and mobiles.Seniority level Mid-Senior level Employment type Contract Job function Information Technology Industries Oil and Gas#J-18808-Ljbffr