Key Skills

Job Description

About the Company Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management. Job Overview The End User Support Technician will provide high-quality technical support and excellent customer service to end users. The role involves face-to-face deskside support, troubleshooting technical issues, resolving service requests, and working collaboratively with team members to ensure timely problem resolution. Key Responsibilities Provide face-to-face technical support to end users for laptops, desktops, tablets, and related hardware peripherals. Perform break-fix troubleshooting, repair, and replacement of end-user devices and equipment. Provide IMAC (Install, Move, Add, and Change) support, including large-scale office moves and workstation re-stacking activities. Troubleshoot operating systems, standard software, Microsoft Office applications, and other business applications. Support printers and multifunction devices, including printing, scanning, copying, and faxing. Resolve access-related issues involving smart cards, passwords, security settings, and application configuration. Manage and update service tickets in the Remedy ticketing system, ensuring requests are resolved and closed within defined service-level agreements (SLAs). Respond promptly to end-user queries regarding ticket status and provide regular updates. Coordinate with hardware vendors and third-party technicians for warranty repairs, replacements, and other support requirements. Collaborate with the Site Services team to resolve technical issues and support colleagues when required. Maintain a customer-focused approach, ensuring high customer satisfaction and timely service delivery. Required Skills and Qualifications Strong understanding of client operating systems. Hands-on experience with end-user hardware and peripheral troubleshooting. Experience using ticketing systems, preferably Remedy. Good knowledge of client-based applications, Microsoft Office, and standard business software. Excellent communication skills in English and the local language. Strong customer service and user-engagement skills. Excellent analytical, troubleshooting, and problem-solving abilities. A collaborative mindset with a willingness to help and support team members. Strong work ethic, professionalism, and commitment to customer satisfaction (CSAT). Ability to manage multiple service requests and meet defined service-level targets. Preferred Qualifications Technical certifications from Microsoft, HP, Dell, or other relevant vendors will be an advantage. Previous experience in deskside support, desktop support, IT helpdesk, or end-user computing support is preferred.

Core Responsibilities

Provide face-to-face technical support, troubleshoot and repair end-user devices, applications, printers, and access issues, and carry out IMAC activities. Manage service tickets and user updates within SLA targets while coordinating with vendors and the Site Services team to deliver timely, customer-focused support.

Requirements

Candidates should have a strong understanding of client operating systems, hands-on experience troubleshooting end-user hardware and peripherals, and familiarity with ticketing systems, preferably Remedy. Strong English and local-language communication, customer service, analytical and troubleshooting skills, and the ability to manage multiple requests are required; relevant vendor certifications and prior desktop or helpdesk experience are preferred.