System Engineer (Contract)

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

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