End-User Support Engineer

Description GSPANN is hiring an End-User Support Engineer to deliver reliable L1/L2 support across enterprise end-user environments. The role focuses on supporting Windows and macOS devices, Microsoft 365 services, networking, printers, and mobility solutions to ensure seamless user productivity.

Role and Responsibilities

Provide Level 1 / Level 2 (L1/L2) support for laptops, desktops, MacBooks, iPads, and other mobility devices.

Diagnose and resolve hardware issues including boot failures, battery faults, system slowness, overheating, Blue Screen of Death (BSOD) errors, driver issues, and peripheral failures.

Support enterprise and retail printers, including laser, Zebra, thermal, and label printers, covering installation, mapping, calibration, queue clearing, and Mobile Point of Sale (MPOS) printer issues.

Resolve Microsoft Outlook / Microsoft 365 (M365) issues such as login failures, profile rebuilds, mailbox setup, synchronization problems, missing emails, PST handling, and spam or junk filtering.

Support collaboration tools, including Microsoft Teams and Zoom, addressing login issues, audio or video problems, meeting access, and application reinstallations.

Troubleshoot Wi-Fi and network connectivity issues, including SSID access, DNS and proxy errors, slow network performance, and adapter resets.

Support Virtual Private Network (VPN) connectivity using GlobalProtect, resolving tunnel drops, reinstalls, and endpoint validation failures.

Resolve identity and access issues, including password resets, account unlocks, single sign-on (SSO) failures, and Multi-Factor Authentication (MFA) or Authenticator setup and resets.

Support OneDrive and SharePoint synchronization, access permissions, uploads, restores, and data recovery scenarios.

Perform device provisioning activities, including new device setup, refresh cycles, application installations, upgrades, and license activation.

Manage loaner device allocation, returns, and accurate asset tracking.

Support end-user peripherals such as monitors, docking stations, keyboards, mice, headsets, and conference room devices.

Process access and permission requests, including USB exceptions, local administrator access, and application or resource access.

Support device transitions for exiting employees, including device retrieval, logistics coordination, and data migration.

Coordinate hardware delivery, asset logistics, Network Access Control (NAC) changes, and store device movements.

Provide general IT troubleshooting through system configuration support, remote assistance, file recovery, user guidance, routing, and escalation handling.

Coordinate with vendors for repairs, replacements, Return Merchandise Authorization (RMA), onsite technical visits, procurement, and shipment tracking, especially for new retail store openings.

Maintain accurate documentation, update ticket notes, follow standard operating procedures (SOPs), and meet defined Service Level Agreements (SLAs).

Skills and Experience

Strong expertise in troubleshooting Windows and MacOS operating systems.

Hands-on experience supporting Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.

Proven ability to troubleshoot printer environments, including laser, Zebra, thermal, and barcode printers.

Solid understanding of basic networking concepts such as DNS, DHCP, VPN, Wi-Fi, and proxy configurations.

Experience with Mobile Device Management (MDM) solutions, including Intune and iPad enrollment.

Strong knowledge of identity and access management, including Active Directory (AD), SSO, MFA, and Authenticator applications.

Practical experience in device provisioning, operating system imaging, and software installations.

Excellent communication, customer support, and user-handling skills.

Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira, or Remedy.

Experience coordinating with vendors for device repair, replacement, RMA processing, and onsite technical support.

Ability to manage asset tracking, logistics, and device shipment workflows.

Strong documentation discipline with adherence to SLAs and support processes.