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End User Support Specialist

2 months ago

Bangalore City, India Tavant Full time
About Tavant:With 24+ years of experience building innovative digital products and solutions, Tavant provides impactful results to its customers. It has been the frontrunner in driving digital innovation and tech-enabled transformation across a wide range of industries such as Consumer Lending, Manufacturing, Agtech, Media & Entertainment, and Retail in North America, Europe, and Asia-Pacific.Powered by Artificial Intelligence and Machine Learning algorithms, we help our customers improve their operational efficiency, productivity, speed, and accuracy. Our suite of products and solutions are routinely rated high by the industry.Ours is a challenging workplace where teams are diverse, competitive, and continually searching for tomorrow's technology and brilliant minds to create it. And we don’t focus just on what we do – we also care how we do it. So, bring your talent and ambition to make a difference. We’ll create a world of opportunities for you.Role Overview: The End User Compute (EUC) Support Specialist will be responsible for providing high-quality technical support and management for end-user computing environments, including both Windows and Mac endpoints. This role requires a hands-on expert with deep knowledge in Intune, CrowdStrike, vulnerability management, and patching. You will work with cross-functional teams to deliver excellent support, maintain endpoint security, and ensure system performance is optimized. The ideal candidate should have strong technical troubleshooting skills, experience in DNS, Active Directory, IT asset management (ITAM), project handling, ITIL processes, and basic networking and security knowledge. Strong documentation and communication skills are essential to ensure the smooth operation of the EUC environment. Key Responsibilities:
- End-User Support: Provide day-to-day support for Windows and Mac endpoints, troubleshooting technical issues related to OS, software, hardware, and connectivity.
- Endpoint Management: Administer and manage endpoints using Microsoft Intune for provisioning, patching, security, and software deployments.
- Security and Vulnerability Management: Leverage tools like CrowdStrike to monitor, assess, and mitigate endpoint vulnerabilities. Collaborate with the InfoSec team to ensure compliance with security standards.
- Patching & Updates: Execute and manage patch management processes for operating systems and third-party software, ensuring that all endpoints are up to date and secure.
- Networking: Provide basic network troubleshooting (e.G., DNS issues, network connectivity) for end-user devices and work with the network team as needed.
- Asset Management: Maintain and update the asset management system, ensuring accurate tracking of all IT assets (laptops, desktops, software, mobile devices, etc.).
- Software Management: Manage software licensing, installations, and updates, ensuring compliance and efficient use of resources.
- Active Directory & DNS: Manage user accounts, permissions, and access rights using Active Directory, and provide basic DNS support.
- ITIL and Helpdesk: Utilize ITIL processes for incident, problem, and change management. Ensure all end-user requests are documented and tracked in the ITSM tool.
- Team Collaboration & Building: Work collaboratively with the EUC team and other departments to drive continuous improvement. Assist in team building and mentoring junior support members.
- Project Management: Lead or contribute to small-scale projects, such as system upgrades, migrations, or rollouts, ensuring timely delivery and execution.
- Documentation: Create and maintain detailed technical documentation for troubleshooting guides, SOPs, asset inventories, and project updates.
- Microsoft Teams Administration: Support the administration and management of Microsoft Teams, ensuring smooth communication and collaboration for end users. Required Skills & Qualifications:
- Proven experience in an End User Compute (EUC) or IT Support role, supporting both Windows and Mac environments.
- Expertise in managing endpoints with Microsoft Intune.
- Strong knowledge of CrowdStrike or similar endpoint security platforms.
- Experience with patch management and vulnerability management.
- Knowledge of DNS, Active Directory, and basic networking principles.
- Hands-on experience with IT Asset Management (ITAM) and software management.
- Familiarity with ITIL best practices and helpdesk operations.
- Project management experience, including handling small-scale IT projects.
- Excellent troubleshooting skills and the ability to think critically under pressure.
- Solid understanding of security principles related to endpoint protection.
- Proficient in using ITSM tools for ticket management and reporting.
- Strong interpersonal, communication, and documentation skills