Job Description

The Systems Engineer – End User Computing & Kiosk Solutions is responsible for supporting, maintaining, and optimizing end-user environments, including laptops, desktops, and kiosk systems. The role focuses on the implementation, troubleshooting, and ongoing support of hardware and software solutions, ensuring high availability and a seamless user experience.

The engineer will work closely with internal teams and external vendors to manage environments where ZainTECH acts as a partner for Dell end-user devices and SEDCO kiosk solutions. The role requires a hands-on approach to system support, incident resolution, and lifecycle management across diverse end-user computing environments.

Responsibilities:

End User Computing Support

• Provide technical support for laptops, desktops, and end-user devices, ensuring optimal performance and availability
• Install, configure, and maintain operating systems, applications, and user environments
• Diagnose and resolve hardware and software issues in a timely manner
• Support device lifecycle activities including deployment, upgrades, and replacements

Kiosk & SEDCO Solutions Support

• Support the implementation, configuration, and maintenance of SEDCO kiosk solutions
• Troubleshoot issues related to kiosk hardware, software, and connectivity
• Ensure kiosks operate reliably and meet defined service levels
• Coordinate with vendors for issue resolution, maintenance, and escalations

Hardware & Vendor Management

• Manage environments involving Dell end-user devices, ensuring compliance with standards and configurations
• Liaise with vendors and service providers for hardware support, warranty services, and escalations
• Track and manage hardware inventory, replacements, and asset lifecycle

Incident Management & Troubleshooting

• Respond to user requests and incidents, ensuring resolution within defined SLAs
• Perform root cause analysis for recurring issues and implement preventive measures
• Maintain accurate records of incidents, resolutions, and configurations within ticketing systems

Collaboration & Support

• Work closely with internal IT, infrastructure, and support teams to ensure seamless service delivery
• Provide user support and guidance to enhance end-user productivity
• Support cross-functional initiatives related to system upgrades and deployments

Documentation & Continuous Improvement

• Maintain documentation for system configurations, processes, and troubleshooting guides
• Identify opportunities to improve system performance, reliability, and user experience
• Contribute to knowledge sharing and continuous improvement initiatives

Requirements

• 2–5 years of experience in end-user support, system engineering, or IT support roles
• Experience supporting enterprise end-user environments
• Strong knowledge of end-user computing environments (Windows OS, laptops, desktops)
• Experience supporting hardware devices from OEMs such as Dell
• Familiarity with kiosk systems and SEDCO solutions is an advantage
• Understanding of basic networking concepts (TCP/IP, DNS, connectivity troubleshooting)
• Experience with ITSM / ticketing systems (e.g., ServiceNow, Jira)
• Knowledge of hardware troubleshooting and system diagnostics
• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Relevant certifications (preferred), such as: Microsoft Certified (Modern Desktop / Windows), and ITIL Foundation