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 and applications, and handle office moves and peripheral support. Manage service tickets and user updates, coordinate with vendors and site services, and deliver timely, customer-focused support.

Requirements

Requires strong knowledge of client operating systems, end-user hardware, peripherals, Microsoft Office, business applications, and ticketing systems, preferably Remedy. Candidates should have excellent communication, customer service, troubleshooting, and teamwork skills; relevant vendor certifications and prior deskside or desktop support experience are preferred.