Engineer, End User Services

11:11 Systems; Pune District, Pimpri-Chinchwad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

11:11 Systems is seeking an Engineer – End User Services for a full-time hybrid role in India. You will be the first escalation path for incidents and requests from the Service Desk, troubleshooting desktops, laptops, thin clients, printers, and software such as Windows, Mac, Intune, Autopilot, and Jira Service Management.

You will perform lifecycle management of end-user devices, maintain documentation, ensure asset records are up to date, and support global teams while adhering to security and

Qualifications

• Bachelor’s or University degree in Engineering, Computer Science, Information Technology or related field preferred.
• 3–5+ years of demonstrated work experience required.
• Minimum 2 years of 2nd/3rd line Windows and OS support in a corporate environment.
• Experience supporting Mac in corporate environment.
• Technical troubleshooting skills and ability to solve problems.
• Experience with asset management tools for monitoring computer hardware.
• Enthusiastic and willing to learn with a can-do attitude.
• Must be legally eligible to work in India without visa sponsorship.

Responsibilities

• Analysis of desktop, laptop and systems performance indicators to ensure efficiency.
• Configure, document, upgrade, repair and decommission desktop/laptop hardware.
• Handle service requests in a customer service-oriented manner.
• Maintain accurate inventory of installed hardware and software components.
• Participate in full lifecycle management of end-user devices from procurement to disposal.
• Create and maintain technical documentation and knowledge articles.
• Build, configure, install, relocate, troubleshoot and maintain IT hardware and software.
• Understand asset management and keep records updated in asset systems.
• Resolve issues per ITIL processes to meet SLAs and user commitments.
• Support training of users in various technologies as required.
• Research and support enterprise desktop solutions using industry standard tools.
• Follow information security policies and data privacy practices.

Skills

PowerShell

Windows OS support

Mac support

Troubleshooting

Asset management tools

Time management

Interpersonal skills

Travel availability

Global collaboration

Education

Bachelor’s or University degree in Engineering/CS/IT

Job description

The Role

11:11 is looking for an Engineer – End User Services whose primary responsibilities will include being the first escalation path for Incidents and Requests from the Service Desk; troubleshooting computer hardware including but not limited to desktops, laptops, thin clients, and printers; and software application support to include, but not limited to Microsoft Windows and Mac operating systems, Intune, Autopilot, Jira Service Management. This is a full-time hybrid position based in India ,reporting to the Manager, End User Services.

Responsibilities

• Analysis of desktop, laptop and systems performance indicators to ensure systems are operating efficiently.
• Configures, documents, upgrades, repairs and/or decommissions desktop and laptop computer hardware following standard operating practices.
• Receives and responds to service requests and problems in a customer service-oriented manner.
• Performs inventory of installed desktop hardware and software components to ensure that records are accurate and updated.
• Involved in full lifecycle management of end user computer devices from procurement to disposal
• Prepares and maintains technical documentation and knowledge articles for use throughout the enterprise.
• Builds, configures, installs, relocates, troubleshoots and maintains IT hardware and software (Applications, Laptops, Desktops and peripherals, printers and multifunctional devices)
• Understand asset Management and keep accurate and up to date records in applicable asset management systems
• Resolves desktop/End User issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments.
• Working effectively within SLAs
• Supports the training of users in various technology, as required.
• Researches and supports enterprise desktop solutions using industry standard tools
• Follow Company / departmental policies and working practices, ensuring that no breaches of information security result from any actions.
• Ensure data protection is maintained, and information is made available on a need-to-know basis.
• Play an active role in the prevention of unauthorized access and damage to information
• Report security weaknesses and incidents appropriately to relevant personnel, including the Security function in a timely manner.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• Additional duties as assigned

Qualifications

• Bachelor’s or University degree in Engineering, Computer Science, Information Technology, or related field of study preferred
• 3-5+ years of demonstrated work experience required
• PowerShell knowledge desirable
• Minimum 2 years of experience in providing 2 nd /3 rd line Windows and OS support in a corporate environment
• Experience supporting Mac in corporate environment
• Technical troubleshooting skills and ability to solve problems
• Experience of any asset management tools for monitoring the computer hardware
• Excellent time management and organizational skills
• Enthusiastic and willing to learn with a can-do attitude
• Strong interpersonal skills
• Experience supporting global team a plus
• Able to travel to London office twice a month and as needed.
• Must be legally eligible to work in India without visa sponsorship.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.