Job Description – End User IT Support Executive
Position Summary
The End User IT Support Executive is responsible for delivering high‑quality technical support and ensuring the stability, performance, and security of end‑user computing environments across the organization. This role requires hands‑on troubleshooting capability, analytical problem‑solving skills, and practical experience in workplace technologies including Microsoft 365, endpoint systems, networking, and backup monitoring. The incumbent will support day‑to‑day IT operations, contribute to continuous service improvement, and collaborate with internal teams and external vendors.
Key Responsibilities
End User Support & Incident Resolution
- Provide first and intermediate level technical support for hardware, operating systems, enterprise applications, collaboration tools, and network connectivity.
- Log, track, and resolve incidents and service requests in line with defined service levels.
- Perform structured root cause analysis for recurring issues and recommend preventive actions.
- Provide onsite and remote support using enterprise remote support tools.
- Escalate complex incidents with proper technical diagnosis and documentation.
System Administration & Software Management
- Install, configure, and maintain Windows / Mac operating systems and standard productivity software.
- Perform system‑level diagnostics and resolve performance and stability issues.
- Execute operating system patching, software upgrades, and version deployments.
- Troubleshoot system errors impacting user productivity and business operations.
Performance & Advanced Troubleshooting
- Diagnose hardware failures including storage, memory, and peripheral issues.
- Analyse performance bottlenecks such as slow login, application latency, and resource constraints.
- Identify trends in incidents and contribute to continuous improvement initiatives.
Identity & Access Management
- Support basic administration of Active Directory including user provisioning, access modification, and password management.
- Ensure compliance with organizational access control and security policies.
Collaboration Platforms Support
- Provide functional support for Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
- Assist users with conferencing and collaboration platforms such as Zoom.
- Resolve email configuration, mailbox performance, and file sharing issues.
Networking & Connectivity
- Troubleshoot Wi‑Fi, LAN connectivity, and network access related incidents.
- Support configuration and troubleshooting of network peripherals including printers and scanners.
- Monitor and report branch office site‑to‑site VPN connectivity issues.
- Assist in client VPN configuration and connectivity troubleshooting.
Security & Firewall Awareness
- Provide operational support related to endpoint protection and security compliance.
- Assist with basic administration and monitoring activities related to firewalls such as Sophos and SonicWall.
- Report suspected cybersecurity incidents in accordance with incident response procedures.
Backup Monitoring & Infrastructure Support
- Perform daily monitoring of backup systems and report failures or alerts.
- Assist in basic data restoration activities under supervision.
- Support availability monitoring of critical end‑user infrastructure.
IT Asset & Documentation Management
- Maintain accurate inventory of IT assets including laptops, peripherals, and licenses.
- Document incidents, resolutions, system configurations, and known errors.
- Support IT audit requirements through proper record maintenance.
Peripheral & Physical Security Systems
- Provide basic technical support for IT‑enabled security systems such as CCTV.
- Coordinate with vendors for maintenance and troubleshooting activities.
Skills & Competencies
Technical Competencies
- Strong knowledge of Windows operating systems and end‑user device configuration.
- Practical experience supporting Microsoft 365 ecosystem and collaboration platforms.
- Basic working knowledge of Active Directory user administration.
- Intermediate troubleshooting skills across hardware, software, and networking domains.
- Understanding of Wi‑Fi networking, VPN connectivity, and network security fundamentals.
- Awareness of firewall technologies such as Sophos and SonicWall.
- Experience supporting printers and other network peripherals.
- Familiarity with endpoint security tools and enterprise backup concepts.
Behavioural Competencies
- Analytical thinking with strong root cause problem solving capability.
- Effective communication and interpersonal skills.
- Ability to collaborate with cross‑functional teams and external vendors.
- Structured documentation and process adherence mindset.
- Customer‑focused approach with commitment to service excellence.
Qualification & Experience
- Bachelor’s Degree in Information Technology, Computer Science, Electronics, or related discipline.
- 3 - 5 years of relevant experience in End User Support / IT Helpdesk / Desktop Support environment.
Key Performance Indicators
- Incident resolution time and first‑contact resolution rate.
- User satisfaction and service quality feedback.
- Accuracy of root cause analysis and reduction of repeat incidents.
- Compliance with IT security and operational processes.
- Accuracy of IT asset and documentation records.
