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
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Key team members
Hesham Hussein
Sabir Mustafa
Daniel Verma
Joelle Obeid Labaky
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