Engineer, End User Services

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 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 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.