ENOC Careers – End User Support Engineer

    By
    Omar Favaz
    -

    ENOC

    🎯 Job Purpose

    ENOC is seeking an End User Support Engineer to deliver high-quality service desk support and ensure the secure, reliable, and smooth operation of user support services. The role requires providing timely assistance to end users facing hardware or software issues through various channels including phone, email, or onsite visits.

    🔧 Key Responsibilities

    Operational Duties

    • Take lead in providing immediate fixes for user-reported incidents.
    • Proactively monitor and ensure service desk performance aligns with SLAs, policies, and schedules.
    • Handle special assignments as directed by IT leadership.
    • Provide technical support via phone, email, and in-person interactions.
    • Install, configure, and upgrade end-user devices (PCs, laptops, tablets, mobile devices).
    • Maintain high standards of customer service and adhere to IT service management principles.
    • Log and track support calls using a ticketing system.
    • Provide advice and training to users on the use of computer systems.
    • Escalate unresolved issues or complex incidents to the appropriate team members.
    • Coordinate with external vendors for support when required.
    • Maintain detailed logs of software and hardware problems.

    🎓 Education & Certifications

    • Bachelor’s Degree in Computer Science, Computer Engineering, or a related field.
    • Preferred Certifications:
      • ITIL
      • Industry certifications in IT infrastructure
      • Project management certifications such as PRINCE2, PMP

    💼 Experience & Skills

    • 3+ years of IT infrastructure experience with a focus on end-user support.
    • Strong grasp of technical application support and application security concepts.
    • Proficient in networking protocols (TCP/IP, DNS, DHCP, HTTP/S, SSH, LDAP).
    • Familiarity with firewalls and network security best practices.
    • Solid experience with Microsoft environments (Windows OS, Office Suite, Active Directory, Outlook).
    • Skilled in troubleshooting hardware (PCs, laptops, tablets, mobile devices).
    • Excellent communication, problem-solving skills, and telephone etiquette.
    • Experience using call logging/ticketing systems effectively.

    🧍 Candidate Profile

    • Customer-focused with a proactive approach to resolving issues.
    • Comfortable working in a dynamic, fast-paced IT environment.
    • Strong team player with the ability to work independently when needed.

    To apply for this job please visit careers.enoc.com.