Job Title

Position: Senior Engineer-End User ServicesJob Location: Pune, IndiaWork Mode-HybridShift Time-Rotational Shifts including night shiftsRole Overview/Your ImpactWe are looking for a highly skilled and detail-oriented Senior Engineer – End User Computing (EUC) to join our IT Infrastructure team. As a EUC Engineer, you will be responsible for managing, securing, and optimizing the organization's end-user computing environment, ensuring seamless and secure access to IT resources.In this role, you will deploy, maintain, and troubleshoot end-user devices , endpoint security solutions, and enterprise collaboration tools. You will analyze system performance, identify and resolve technical issues, and implement automation to enhance user experience and operational efficiency. Additionally, you will work closely with cross-functional teams to enforce security policies, manage endpoint compliance, and enhance the overall IT service delivery for the organization.What Does team doThe NOC (Network Operations Center) / End User Support Team serves as the first line of defense for IT service requests, ensuring seamless IT operations and efficient resolution of technical issues. This team is responsible for handling and managing IT service requests, laptop provisioning, access control, and general IT support tickets received through the organization's ticketing system.In cases requiring advanced troubleshooting or escalations, the team collaborates closely with the Level II IMS (Infrastructure Management Services) Team to diagnose and resolve complex technical issues. Their goal is to provide proactive support, minimize downtime, enhance user productivity, and ensure adherence to IT security and compliance policies while maintaining a high standard of service excellenceWhat will you doA Senior NOC (Network Operations Center) Engineer or Senior End User Computing (EUC) Engineer plays a vital role in maintaining the organization's IT infrastructure, ensuring system uptime, monitoring performance, and supporting end users with IT-related requests. Their responsibilities span across system monitoring, incident management, troubleshooting, user access control, and IT asset lifecycle management. 1.System Monitoring & Incident ResponseContinuously monitor production networks, servers, applications, and services using centralized monitoring tools.Identify, investigate, and respond to alerts, system failures, or anomalies affecting IT infrastructure.Perform root cause analysis (RCA) for incidents and document findings to prevent recurrence.Ensure timely escalation to IMS team for issues requiring advanced troubleshooting. 2.IT Service Desk & End User SupportAct as the first point of contact for IT service requests, technical issues, and troubleshooting.Provide hardware and software support for laptops, desktops, and mobile devices.Manage user access requests, including account creation, permission assignments, and access revocation following security policies.Ensure adherence to IT service management (ITSM) frameworks and resolve tickets within SLA timelines. 3.IT Asset & Lifecycle ManagementOversee procurement, deployment, maintenance, and retirement of IT assets, including laptops, desktops, peripherals, and software licenses.Maintain an updated inventory of hardware and software assets to track usage, compliance, and renewals.Ensure secure disposal of IT assets following data protection and compliance guidelines. 4.User Management & Access ControlOnboard new employees by setting up user accounts, email access, enterprise applications, and collaboration tools.Ensure access provisioning follows role-based access control (RBAC) and security best practices.Conduct regular user access audits to ensure compliance with IT security policies.Handle offboarding processes, including account deactivation, access removal, and data backup confirmation. 5.Software & Patch ManagementDeploy, maintain, and monitor enterprise software and security compliance applications.Perform regular vulnerability assessments, patch deployments, and compliance audits to mitigate risks.Track and manage software licenses to ensure proper allocation and compliance with vendor agreements. 6.Process Compliance & DocumentationAdhere to and enforce IT policies, security guidelines, and compliance frameworks such as ISO 27001, SOC 2, and ITIL.Maintain comprehensive documentation of IT processes, troubleshooting guides, and resolutions.Generate and analyze reports for performance metrics, service levels, and system audits. 7. Collaboration & CommunicationWork closely with internal IT teams, vendors, and external service providers to resolve issues and implement solutions.Provide training and guidance to end users on best practices for IT security and system usage.Ensure clear and timely communication with stakeholders regarding ongoing incidents, system maintenance, and service disruptions.Our ExpectationsTechnical ExpertiseOperating Systems: Hands-on experience with Windows & macOS, including installation, configuration, troubleshooting, formatting, and upgrades.Networking Fundamentals: Basic understanding of the OSI model, switching, routing technologies, and network monitoring concepts.Incident Management: Ability to assess, prioritize, and resolve technical issues efficiently while escalating when necessary.System Administration: Proficiency in Active Directory, directory services, servers, and TCP/IP network configurations.VPN & Connectivity Support: Experience troubleshooting VPN connectivity issues with end users.Problem-Solving & Analytical Skills:Ability to quickly diagnose technical faults, assess risks, and implement effective solutions.Skilled in troubleshooting hardware, software, and network issues affecting end users.Strong analytical mindset to identify root causes and proactively prevent recurring issues.Communication & Collaboration:Clear and effective communicator, both written and verbal, to ensure seamless coordination across teams.Ability to explain technical issues in a user-friendly manner to non-technical stakeholders.Experience working in a fast-paced IT support environment, ensuring quick response and resolution times.Service-Oriented Approach:Strong focus on customer satisfaction, ensuring timely and efficient resolution of IT requests.Ability to document issues, solutions, and process improvements to enhance operational efficiency.Knowledge of IT service management (ITSM) practices, ensuring compliance with SLAs and IT security policies.Our cultureBehind every great human achievement is a team. In that spirit, Sakon brings together the most seasoned and diverse collection of world class engineers, telecom service practitioners, and CPA’s.Our global managed services teams are filled with passionate and committed innovators and operators, all of whom are focused on ensuring customers achieve a great service experience, with a smile.Benefits and PerksFlexible Holiday Policy (choose your own holidays)Hybrid Working OptionsLife & Medical InsuranceFocus on Skill Development, Re-imbursement for CertificationsWifi-Mobile bill reimbursementEmployee wellbeing activitiesHow to Apply and Interview ProcessTo apply, kindly share the resume with sneha.katore@.If your profile is shortlisted, you will be invited for an interview.Consent: We will be using your resume for job applications open with us for a full-time appointment and will save them for future reference.