End User Support Engineer

2 weeks ago

Bacoor, Calabarzon, Philippines Trends Group, Inc. Full time

DUTIES AND RESPONSIBILITIES:


• Attain mastery of the organization's workplace technologies and stay updated with the latest industry solutions.


• Implement and optimize digital tools, platforms, and initiatives to enhance employee productivity and satisfaction.


• Provide technical support and troubleshooting for end users across various devices and platforms, ensuring minimal disruption to operations.


• Conduct research, proof of concept testing, and technical validation of emerging workplace technologies.


• Collaborate with CIT and TGI technical teams to identify and configure features that improve the digital experience in both in-office and remote work settings.


• Assist in software deployment, updates, and configuration to ensure smooth user adoption and compatibility.


• Develop and maintain user documentation, FAQs, and self-help resources to empower employees and reduce support requests.


• Facilitate onboarding and training sessions for new employees on digital tools and systems.
• Provide on-site support in designated office areas, assisting employees with queuing systems, device setup, and other walk-in support needs.


• Identify opportunities for automation of repetitive support tasks and implement solutions to improve efficiency and reduce manual workload.


• Ensure all activities align with organizational quality and information security standards.


• Complete assigned tasks in accordance with defined KPIs and service level agreements.

QUALIFICATIONS:

A. Minimum Education


• Bachelor's degree in Computer Science, Information Technology, or related field


• Training or certifications in end user support and workplace technologies preferred

B. Minimum Experience/Training


• With 2 to 3 years relevant experience in IT support


• Strong understanding of end user technologies and general IT concepts.


• Experience in technical research, user experience (UX), and design thinking is a plus
• Familiar with DEX concepts, tools and methodologies


• Familiar with evolving workplace technologies, e.g. AI tools


• Skilled with the Microsoft Office apps and platform

C. Competency


• Analytical, result-oriented, team player, fast learner and dynamic


• Can work with minimum supervision


• Excellent communication and interpersonal skills.


• Takes responsibility for timely completion of work


• Passion for learning and staying updated with the latest tech trends.

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