End User Support Specialist

About the role

We are looking for an End User Support Specialist to provide comprehensive technical assistance for desktop, laptop and peripheral devices. The role involves both onsite and remote support, ensuring smooth operation of end‑user environments and rapid resolution of incidents.

Key responsibilities

• Deliver end‑to‑end technical support for desktops, laptops, printers, scanners and other peripherals.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full device lifecycle: configuration, patching, OS imaging and vendor hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for Microsoft Office, Outlook, VPN clients and other business applications.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Assist with Active Directory user account tasks and smart‑hands support.
• Maintain documentation of incidents, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Familiarity with Windows operating systems and basic macOS device handling.
• Experience with mobile device support and remote assistance tools.
• Understanding of ITIL processes for service management.
• Ability to work independently and provide high‑quality support during escalations.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office suite
• Outlook
• VPN client configuration
• Windows OS
• macOS
• Active Directory
• ITIL framework
• Remote assistance tools
• Antivirus and patch management
• OS imaging
• Hardware inventory management