End User Support Specialist

Job Description:

Responsibilities

• Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems.
• Diagnose and resolve hardware, software, network, and access-related issues.
• Support and promote customer self-service solutions, enabling users to resolve common issues independently.
• Leverage AI-powered virtual agents and automation tools to handle user queries and improve resolution efficiency.
• Monitor and validate AI-generated responses and recommendations, ensuring accuracy and user satisfaction.
• Identify opportunities to automate repetitive tasks and enhance digital support experiences.
• Manage and track incidents and service requests using ITSM tools (ServiceNow).
• Ensure timely resolution and adherence to SLAs and KPIs.
• Escalate complex issues to appropriate Tier 2/3 teams when required Support user account management, including provisioning, deprovisioning, and access controls.
• Troubleshoot Windows, macOS, mobile devices (iOS & Android), and enterprise applications.
• Provide support for collaboration and conferencing tools (Microsoft Teams, Zoom, Zoom Rooms, and similar technologies).
• Assist with VPN, remote access, and connectivity issues.
• Maintain accurate documentation, including enriching knowledge base articles used by self-service and AI systems.
• Participate in major incident response and outage communications.
• Provide feedback to improve AI models, knowledge bases, and digital support workflows.

Qualification & Experience

• Technical diploma or bachelor's degree in IT, Computer Science, or a related field.
• 2–4 years of experience in IT support / Service Desk / Helpdesk roles.
• Strong knowledge of Windows and macOS environments.
• Hands-on experience supporting mobile devices (iOS and Android).
• Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools.