Desktop / IT Onsite Support EUC Engineer

Sky Systems, Inc. (SkySys); Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Sky Systems, Inc. (SkySys) is seeking an EUC onsite support engineer in Metro Manila to provide high-quality technical support for End User Computing devices, including laptops, desktops and mobility. You will resolve incidents, manage IMAC requests, and ensure SLAs while coordinating with server and networking teams.

The role requires hands-on experience with SCCM, Intune Autopilot, MFA and ServiceNow, plus strong customer service and teamwork skills to support office staff and partners.

Qualifications

• Basic experience in IT industry.
• Good understanding of ITIL concepts & ServiceNow.
• Experience supporting mobile devices (iPhone, iPad, Android).
• Ability to work independently and in a team environment.
• Strong customer service for internal staff and partners.

Responsibilities

• Provide high-quality technical support for End User Computing devices (laptops, desktops, mobility).
• Lead resolution of incidents, problems, requests and ensure SLA.
• Handle IMAC requests and asset management.
• Image deployment using SCCM and Intune Autopilot.
• MTR video conference support for meeting rooms and events.
• Vendor coordination for hardware/spare replacement.

Skills

IT support

ITIL knowledge

ServiceNow

Mobile devices

Rack and stack

Customer service

Independent worker

Team collaboration

Tools

SCCM OS deployment

Intune Autopilot

Microsoft MFA

Service NOW

Job description

The EUC onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Technologies: Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, office 365 products –Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities.

IT Tools– SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalat... to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.