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Senior Engineer - End User Support

Location:  Gurugram
|
Apr 22, 2025

Role Name: Manager – Specialist Support IT Infra Engineer

Organization Context

 

Position Title:

Sr.EUC Engineer

Minimum experience:

6 years

Maximum experience:

12 years

Department:

Digital & Technology

Location:

Gurgaon

Reports to:

IT Infra Team Manager

Role Level:

 
  1. Job Purpose

 

Expertise in End-User support, IT application first line support, good understanding of Networking relevant to end-user connectivity.

 

  • Interacting with customers (internal/ external) and understanding their technical problems and get this resolved is a core part of the role.
  • Specialist in IT technical support for installation and Troubleshooting of the Laptops/Desktops/peripheral devices/MS Windows OS/MS Office/ Local and web-based applications.
  • Ability to work independently without supervision and be a part of extended AI IT Technology team
  • Implement IT practices and procedures ensure compliance with IT security policies and standards.
  • User sensitization and provide technical support and training to end-users as needed.
  • Technically capable in finding quick fixes, workarounds, while delivering exemplary customer service.
  • May require travel to Air India sites across India, weekend work, shift duty and mandatory overtime when necessary.
  1. Key Accountabilities

Strategic Activities: Contribute towards improving end-user experience by ensuring IT infrastructure & Hardware stability and operational capability in alignment to the operational requirements of various AI departments. Promptly attend to end-user technical escalations, be accountable and take ownership of resolving technical issues by coordinating with other AI technical teams as necessary. The individual will be responsible for the upkeep and hygiene of Air India IT Infrastructure, plan and execute ideas to optimize IT Infrastructure and come up with suggestions and ideas to establish efficient support procedures.

 

  1. Skills/Qualities Required

Functional
  • Good verbal and written English communication
  • Holistic understanding of Enterprise IT Infrastructure environment and management
  • Hands-on experience in Hardware, Software, and collaborative applications viz MS TEAMS, Outlook, SharePoint support.
  • Advanced knowledge of Windows Server (2008-2019), Windows 11, Mac OS.
  • Experience with workstation management system and desktop imaging.
  • Experience in troubleshooting of issues related to Office 365, OneDrive, and Microsoft Endpoint Manager (Intune).
  • Expertise in managing and supporting Printers in Enterprise environment.
  • In-depth understanding in Network Switching, Routing, WAN & Office wireless connectivity
  • Exposure to SDWAN / ZTNA and good understanding of Proxy
  • Experience on using ITSM tools such as ServiceNow.
  • Ability to logically troubleshoot issues related to various Applications
  • Experience with MS Office applications (Word, Excel, Outlook)
  • ITIL, CCNA and MCSE certification preferred.
  • Knowledge in Audio Visual setup for meeting rooms/conference rooms using MS Teams

 

Behavioural
  • Strong and Fluent English Communication skills – both verbal and written
  • Team player – cooperative and dependable
  • Good interpersonal skills
  • Time Management – completing tasks within provided timelines.
  • Takes initiative, offers insights on overall technology optimization viz Cost, Time, Resource
  1. Key Performance Indicators
  • Demonstrate Accountability and responsibility while handling any assigned tasks.
  • Timely resolution of problem 
  • Accuracy/Time management in resolution 
  • Timely generation of reports 
  • Timely escalation of Non resolved issues 
  • Help and guide team, contribute to improve technical capability of the team
  • Being Flexible, open to go beyond boundaries in addressing user technical issues
  • Contribute to the Air India transformation journey in adopting new ideas for improving productivity and efficiency

 

E. Educational and Experience Requirements

Education

BE/B.Tech (Computer Science/IT/Electronics) / BSc in Computer Science / BCA / Diploma with 2 additional years’ experience

Experience

Minimum Six (6+) years of relevant technology support experience

 

 

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