Job Description
The End User Support (EUS) Engineer is responsible for providing technical support and troubleshooting services to end users within the organization. The role requires strong problem-solving skills, the ability to work under pressure in a fast-paced environment, and a commitment to delivering excellent customer service while adhering to company policies and service-level agreements (SLA).
Essential Job Functions
Ticket Management:
•Take ownership of assigned tickets from the ServiceNow system.
•Ensure all cases are handled promptly and resolved within the defined SLA.
•Perform regular follow-ups to keep users informed on ticket progress.
•Escalate unresolved or critical issues to the appropriate teams when necessary.
User Support & Troubleshooting:
•Provide on-site and remote support for hardware, software, and network-related issues.
•Prioritize and attend to urgent user requests based on impact and severity.
•Always ensure compliance with both DXC and client policies.
•Conduct proactive checks and maintenance to prevent potential technical issues.
Communication & Coordination:
•Respond to emails and service requests in a timely manner.
•Maintain effective communication with end users, IT teams, and management.
•Work collaboratively with team members and other departments to resolve issues efficiently.
•Proactively address recurring problems to prevent future escalations.
Technical & Administrative Tasks:
•Assist in setting up and configuring end-user devices (PCs, laptops, printers, etc.)
•Maintain proper documentation for troubleshooting steps, common issues, and resolutions.
•Support IT infrastructure-related tasks and follow best practices in service delivery.
Key Attributes & Skills
•Ability to work under pressure in a fast-paced corporate environment.
•Strong problem-solving skills with a proactive approach to issue resolution.
•Team player who can collaborate effectively with colleagues and other IT teams.
•Excellent communication skills to interact with end users and stakeholders professionally.
•Detail-oriented with the ability to follow up on unresolved tasks diligently.
•Eager to learn and adapt to new technologies and business needs.
Basic Qualifications
•Minimum Diploma/Degree in IT, Computer Science, or related field.
•1-2 years of experience in IT support or related roles (fresh graduates with strong aptitude will be considered).
•Experience in IT Service Management tools (e.g., ServiceNow) is an added advantage.
•Knowledge of Microsoft Office Suite, Windows OS, and networking fundamentals.
This role requires a high level of commitment, professionalism, and the ability to prioritize tasks effectively while ensuring end-user satisfaction.
At DXC Technology, the work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
