Title: End User Service Support Engineer
About Birlasoft:
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.
Job Specification: End User Service Support Engineer
Location:
Role Overview
The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery. The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drives local optimization efforts and technology adoption of end user services related applications and systems.
Responsibilities
•Analyses and resolves information system issues related to the desktop computing environment,
•network applications, production applications, and hardware.
•Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
•Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
•Local asset management.
•Support and assist users with JML (Joiner, mover leaver) process
•Support and maintain local conference and meeting room equipment
•To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
•resolved to agreed targets as defined in the Service Level Agreement (SLAs).
•Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
•Manage calls with 3rd party suppliers where necessary through to closure
•Escalate calls where necessary to the support manager, report on status of outstanding calls
•Builds relationships with other international support teams to create a cohesive support team
•Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
•Consult with local business and senior leadership to evaluate support requirements and execution planning.
•Drive local optimization efforts by identifying service issues and implementing improvements by
•automation, self-service and other measures.
•Drive technology adoption of end user services related applications and systems
•Support Audits related activities alongside other tech functions and business.
•Technical support for local applications where applicable alongside other tech or business teams Technical Expertise