Associate EUC Engineer (Cluster office)

Position Overview

An Associate End User Computing (EUC) Engineer provides technical support to end users, assisting with hardware and software issues, and ensuring smooth operation of IT systems. This entry-level role involves responding to service tickets, performing system maintenance, and supporting the implementation of new systems.

Role & Responsibilities

Technical Support
• Provide technical assistance to end users for hardware and software issues.
• Respond to, document, and resolve service tickets in a timely manner.
• Assist users with installations and configurations of IT equipment.

System Implementation
• Support the installation and testing of new hardware and software.
• Ensure integration and compatibility of new systems with existing infrastructure.
• Assist in the development of new report templates and formats.

System Maintenance
• Perform routine system maintenance and backups.
• Participate in disaster recovery drills and system recovery processes.
• Maintain documentation of system activities and procedures.
• Conduct research on new technology 

Issue Resolution
• Identify, diagnose, and resolve technical problems.
• Simulate user issues to troubleshoot and resolve operating difficulties.
• Develop preventive measures and solutions to reduce user problems.

Collaboration and Development
• Work with cross-functional teams to understand support requirements.
• Assist in the development of checklists and methods for issue resolution.
• Provide support and guidance to colleagues with less experience.

Requirements

• Degree in computer engineering or equivalent
• Min 5 years working experience in EUC and project management
• Experiene in leading a team and vendor management
• Experiencing in managed IT environment.
• Define best practices and Service Level Agreements for the support function
• Establish performance and reporting measures to provide an effective and efficient level of service Manage IT support Activities
• Identify actions to maintain or improve levels of service
• Develop the integrated project plan including detailed EUC activities, resource planning, cost estimation per project.
• Work with stakeholders to establish and gain consensus on project goals, objectives and deliverables
• Review EUC project plan to determine time frame, funding limitations, procedures for accomplishing projects
• Procure project requirements such as workforce, required information, various agreements and material or technology needed.
• Guide team to deliver plans aligned to overall project objectives.

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