- This role will be based in our brand-new Hyderabad office.
- Join us in India's beautiful City of Pearls and bring your ambition to life.
- If you are a highly skilled IT professional based in Hyderabad, India, eager to take on a senior role and contribute to the success of a global team delivering exceptional technology services, we invite you to apply for the position of Senior EUC Technician at DAZNs Technology hub in Hyderabad.
- As a EUC Technician at DAZNs Technology hub in Hyderabad, you will be an integral part of our Global Team, responsible for providing expert support and technical solutions to our end users.
- Reporting to the Senior EUC for the region,working independently and collaboratively with other EUC Engineers to ensure efficient operation and continuous improvement of our IT environment.
- You will be the go-to person for complex technical issues, providing guidance and mentorship to junior team members.
Here is a breakdown of what you will do:
1. Provide advanced desktop support to the Board and C-Suite executives, delivering timely and effective solutions to their technical needs.
2. Take ownership of escalated technical problems, both remotely and in person, and drive their resolution to minimize disruption to end-users workflow.
3. Manage and prioritize 2nd line support service requests, ensuring prompt resolution and high customer satisfaction.
4. Lead hardware and software purchasing, services, and support activities, collaborating with vendors and ensuring cost-effectiveness.
5. Maintain and optimize the user-facing infrastructure, including desktops, laptops, mobile devices, and printers, ensuring optimal performance, security, and compliance.
6. Identify potential system improvements and changes, and work with the EUC Team Lead to implement them effectively.
7. Ensure adherence to agreed service levels and department guidelines, proactively monitoring and managing the performance of IT services.
8. Maintain and update the Configuration Management Database (CMDB) with accurate and relevant information.
9. Enhance the knowledge base with advanced troubleshooting techniques, solutions, and best practices.
10. Collaborate with other technology teams responsible for Enterprise Systems and Infrastructure, fostering strong cross-functional relationships and ensuring smooth integration and operation of IT services.
Â
Key Responsibilities:
- Provide expert technical support to end-users, both remotely and in person, troubleshooting complex hardware, software, and network-related issues.
- Lead the installation, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripheral equipment.
- Assist in the setup and maintenance of user accounts, email, and other software applications, ensuring seamless user experiences.
- Collaborate closely with the global IT team to ensure consistent delivery of IT services, adherence to established procedures and policies, and efficient problem resolution.
- Plan and execute hardware and software upgrades, patches, and installations as required, minimizing downtime and disruption.
- Oversee inventory management activities, including asset tracking, procurement, and disposal of IT equipment, ensuring accurate records and cost-effectiveness.
- Document and maintain comprehensive records of support requests, incidents, and resolutions using the designated ticketing system.
- Contribute to the development and maintenance of the knowledge base, sharing advanced troubleshooting techniques, solutions, and user guidance.
- Stay abreast of emerging technologies and industry best practices, evaluating their potential impact and implementing innovative solutions to improve overall IT service delivery.
Requirements:
- Exceptional customer care skills, providing a high level of service to end-users, including VIPs.
- Extensive experience working in a Service Desk environment, handling complex support requests and incidents.
- Proficiency in Windows and macOS, demonstrating advanced troubleshooting skills and configuring complex systems.
- Strong experience with MS Office 365, including installation, configuration, and advanced troubleshooting.
- Advanced knowledge of networking principles, including TCP/IP, DNS, and DHCP, with the ability to troubleshoot network-related issues.
- Expertise in mobile device management, specifically with iOS devices, ensuring secure and efficient mobile experiences.
- Proven experience in managing and resolving issues with video conferencing equipment and software, supporting seamless collaboration.
- Track record in dealing with hardware suppliers, managing procurement processes, and resolving complex hardware-related issues.
- Outstanding communication and interpersonal skills, able to effectively interact with users at various levels within the organization, including senior executives
