End User Services (EUS – L1 – On-Field Support)
About This Role
Key Responsibilities:
- Desk-Side & Floor Support:
1-Provide immediate on-site support for location staff and operators. 2- Walk-up support for incidents affecting City workstations, Corporate Laptops, and site device support.
- Endpoint & Device Support:
1- Troubleshoot laptops, desktops, thin clients, and monitoring workstations. 2- Manage peripherals: monitors, docking stations, headsets, keyboards, mice, cameras. 3- Limited support for video walls, large displays, and operator consoles.
- Network & Connectivity (On-Site):
1- First-level troubleshooting for LAN/Wi-Fi drops at CCU. 2- Work with NOC/Network teams and vendors (e.g., CN) for outages. 3- Validate switch/AP connections at desk level.
- Incident Handling & Escalation:
1- Log and update Incidents/Requests in ServiceNow on behalf of CCU users if needed. 2- Triage and escalate to L2/L3 (Network, IT Assets).
- Vendor & Stakeholder Coordination:
1- Work with Crystal Networks, City Security, CCTV vendors, and AV partners. 2- Coordinate on-site visits and troubleshooting sessions.
Job Type: Full-time
Work Location: In person
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