Overview ROLE AT A GLANCE: Endpoint & Device Proficiency • Confident use of Windows/macOS in corporate environments • Understanding device lifecycle (provisioning, patching, refresh) • Working knowledge of peripherals (printers, docking stations, AV tools) • Familiarity with VDI/DaaS concepts (e.g., Azure Virtual Desktop) Enterprise Productivity Platforms • Advanced Microsoft 365 usage (Outlook, Teams, OneDrive, SharePoint) • Managing shared mailboxes, calendars, and permissions (end‑user level) • Real‑time collaboration and document governance • Knowledge of versioning, recovery, and co‑authoring Security & Compliance Awareness • Strong understanding of phishing, ransomware, and social engineering • Using MFA, password managers, and conditional access correctly • Data classification and information protection (DLP awareness) • Secure remote working practices (VPN, Zero Trust basics) Troubleshooting & IT Interaction • Root‑cause thinking for common EUC issues • Log collection and clear problem articulation • Effective ITSM usage (ServiceNow, etc.) • Understanding SLAs, incident vs request vs change Communication & Collaboration • Clear written and verbal communication with technical and non‑technical users • Conducting end‑user training or floor support sessions • Professional etiquette in chats, emails, and virtual meetings Problem-Solving & Critical Thinking • Structured approach to diagnosing user issues • Ability to work under pressure during outages or events • Balancing user experience with policy and security requirements Customer & Service Orientation • Empathy toward end users and business teams • Managing expectations and prioritization • Delivering reliable support during high‑visibility events Process & Documentation • Following SOPs and knowledge articles • Creating clear user guides and FAQs • Continuous improvement mindset Automation & Efficiency (End‑User Level) • Advanced Excel (lookups, pivot tables, data cleaning) • Power Automate basics for personal/team workflows • Task management using Planner, To Do, or similar tools Accessibility & Inclusive IT • Awareness of accessibility features in Windows & M365 • Supporting diverse workstyles and needs • Promoting inclusive digital collaboration Leadership & Managerial EUC Skills (for Senior Roles) • End‑user experience (EUX) focus • Stakeholder and vendor coordination • Change management and adoption planning • Risk, compliance, and audit readiness • Metrics-driven reporting (CSAT, ticket trends) • Additional duties include Month end operations support, Week end support & On call request support TEAM DYNAMICS: • Good Team collaborator, quick learner & flexible to work environment QUALIFICATIONS FOR SUCCESS: (Skills, background, and experience required for success) Education • BE or BCA Experience • 5-7 years • Click here to type any additional relevant background experience required for this role. Skills/Certifications *limit 3-5 bullets • End User Computing • Identity & Access Management • Microsoft 365 & Collaboration Tools • Endpoint & Device Management • Application & Software Support • IT Service Management (ITSM) • Hands on experience in ITIL tool • Work experience in Oracle software • Active directory & Intune