Service Delivery Lead

I. GROUP DESCRIPTION

The End-user Support Lead Engineer is a front-line IT professional responsible for providing comprehensive technical support to end-users within the organization. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network issues encountered by employees. The End-user Support Engineer will primarily work in client office but may occasionally provide support to other local branches or client locations.

II. PURPOSE

Level 1 End-User Support Engineer/Lead

III. DUTIES AND RESPONSIBILITIES

• Provide first-line and second-line technical support to end-users via various channels (in-person, phone, email, chat, remote desktop tools) for hardware, software, and network problems.
• Perform installation, configuration, and setup of new workstations (desktops and laptops), including operating system deployment, software installation, and peripheral configuration for new hires or hardware refresh. Maintain an accurate inventory of all IT assets (hardware and software licenses) assigned to users, ensuring proper tracking of deployments, movements, and decommissioning.
• Identify and resolve basic network connectivity issues affecting end-users (e.g., cable checks, IP conflicts, Wi-Fi signal strength). Assist users with VPN client installation and connectivity issues.
• Provide clear, step-by-step instructions and guidance to users on how to operate hardware, use software applications, and adhere to IT policies.
• Ensure all end-user devices comply with organizational security policies, including antivirus installations, patch management, and data protection measures.
• Maintain records of all troubleshooting steps, solutions, and configurations in the ticketing system.
• Collaborate effectively with other IT teams (e.g., Network, Systems Administration, Application Support) to escalate and resolve complex issues. Communicate with external hardware/software vendors for support, warranty services, and product information.

IV. QUALIFICATIONS

• A graduate of any 4-year IT related courses
• Minimum of 2-4 years of proven experience in a Desktop Support, IT Helpdesk, or Technical Support role.
• Proficient in troubleshooting, configuring, and supporting Microsoft Windows and basic knowledge of macOS.
• Strong experience with Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams, SharePoint Online) administration and troubleshooting.
• Solid understanding of computer hardware components and ability to diagnose and replace parts.
• Basic understanding of networking concepts with the ability to troubleshoot basic network connectivity issues.
• Familiarity with user account management (creating, modifying, deleting users, password resets) in Active Directory.
• Experience using IT Service Management (ITSM) or ticketing systems
• Proficiency with remote desktop tools
• Basic understanding of antivirus software and endpoint security principles.
• Excellent customer service skills with a patient, empathetic, and professional demeanor.
• Excellent verbal and written communication skills in English with the ability to explain technical information clearly to non-technical users.
• Strong interpersonal skills, being able to work effectively independently and as part of a team.
• Ability to manage multiple tasks and work efficiently under pressure to meet deadlines.
• Proactive attitude with a willingness to learn new technologies and improve processes.

V. WORKING CONDITIONS

• Report to client Office Monday to Friday
• May require occasional travel to other local company branches or client sites
• Ability to lift and move computer equipment as needed.
• May occasionally be required to work extended hours during critical incidents or system deployments.