I am seeking a skilled End User Engineer to provide technical assistance for end-users, ensuring smooth operations across IT systems and infrastructure. This role involves troubleshooting hardware, software, and network issues, collaborating with internal teams, and contributing to system reliability and performance improvements. Key Responsibilities: Diagnose and resolve complex IT issues escalated from first-line support. Provide hands-on support for desktops, laptops, and peripherals, ensuring minimal downtime. Collaborate with junior team members, offering guidance to improve issue resolution efficiency. Escalate unresolved technical problems to advanced support teams, working towards long-term solutions. Maintain thorough documentation of technical processes, resolutions, and system configurations. Assist with the configuration, deployment, and maintenance of IT hardware and software. Identify areas for system optimization and implement necessary improvements. Deliver training and mentoring to enhance the technical capabilities of the service desk team. Work with external vendors and service providers for hardware repairs and software upgrades. Provide remote and on-site support, including handling user inquiries via phone and email. Skills & Experience: 3 years of IT support experience, particularly in troubleshooting and resolving technical issues. Strong understanding of Windows and macOS environments. Hands-on experience with Active Directory, Microsoft 365, and remote support tools. Experience within a managed services or multi-tenant IT environment is advantageous. Strong problem-solving abilities and the capacity to work effectively under pressure. Excellent communication skills, with the ability to explain technical concepts clearly. Proficiency in using ticketing systems and maintaining accurate technical documentation. Desirable Skills: Experience with scripting or automation tools (PowerShell, Bash, etc.). Knowledge of identity and access management solutions. Familiarity with cloud-based collaboration tools and security configurations. Experience managing compliance policies, user permissions, and system access controls. This role offers an opportunity to work in a fast-paced environment, supporting a diverse range of IT systems and users. If you're a proactive IT professional with a strong technical background and a passion for problem-solving, we'd love to hear from you. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: Escalations Windows MacOS Active Directory