Job Description
We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues,
onboarding/offboarding
processes, project rollouts, and delivering exceptional VIP support.
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Responsibilities
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Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh ( 25%).
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Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
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Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
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Handle
onboarding/offboarding
tasks and miscellaneous IT requests.
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Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
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Conduct User Acceptance Testing for new images and projects.
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Manage OS and application patching/feature updates.
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Deliver global new-hire IT orientation and remote training.
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Create and maintain end-user instructions and technical documentation.
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Support company-wide town halls and customer engagement events.
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License
provisioning/deprovisioning
for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
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Ensure effective ticket and queue management.
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Provide VIP support for Customer C and C+1 team ( 75 users).
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Interface with hardware vendors for planning and problem resolution.
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Configure and troubleshoot VPN clients; coordinate with Command Center.
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Required Skills & Qualifications
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Strong knowledge of hardware troubleshooting for PCs and peripherals.
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Experience with OS patching, application updates, and Citrix VDI environments.
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Familiarity with Windows 11 rollout and domain migration.
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Excellent communication and documentation skills.
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Ability to manage multiple priorities and work under pressure.
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Experience in handling VIP support and global end-user training.
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Preferred Qualifications
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Bachelor's degree in Computer Science, Information Technology, or related field.
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IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
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Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
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Knowledge of ITIL processes and best practices.
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Prior experience in global IT support environments and handling large-scale rollouts.
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Familiarity with security incident management and compliance standards.
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Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
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Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.
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Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.
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Collaboration: Skilled in working with cross-functional teams and external vendors.
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Adaptability: Comfortable handling urgent requests and energetic priorities.
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Communication: Clear and professional communication for training, documentation, and stakeholder updates.
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Process Orientation: Attention to detail in ticket management and compliance.
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📌 End-User Support Specialist (New South Wales)
🏢 American IT Systems
📍 New South Wales