System Engineer
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