End User Support Analyst, Associate

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

Your Role

We are looking for an enthusiastic candidate with outstanding talent to join the IT EUS Analyst, Associate. Ideal candidates will have a passion for new technology & improving customer or user experience through it.

IT Shared Services, the End User Support Team which will bring value to our customers and performs several standardize and centralized IT functions benefiting PTC business units worldwide.

This role will require hands on work and familiarity for end user computing support, end user enablement, acting in the capacity of a customer liaison & advocate, trainer/mentor, assisting with regional infrastructure projects and project management.

Your Impact

This is a entry level role of second line support for the End Users and Enhance User Experience to next level to increase their productivity and efficiency.

Your Team

 This End User Support Team is part of IT Shared Services Department of Global IT Organization based out of Pune, India.

Primary Responsibilities

End User Computing

• Has a basic understanding of company end user computing standards and architecture. 
• Assists in level two analysis when the Service Desk is unable to resolve end user computing issues or requests. 
• For long-running requests, the associated ticket is updated periodically with status for reference. 
• May assist in discussions with facilities and other IT areas on specific tasks & timelines. Examples include move, replace and or configure primary and peripheral devices for new hires, internal office moves, acquisitions, and facilities related projects. Confirms with end users that resources are working as expected. Collects and packages equipment to be recycled for pickup. 
• Once work is completed, associated tickets are updated with resolution information and closed. 
• When applicable, end users are provided with a general understanding of the cause of the problem. Preventative measures may be discussed.  
• Notifies manager upon discovery of predominate challenges.  

Customer Liaison & Advocate

• May assist in periodic meetings with local PTC business unit liaisons to discuss regional IT requirements and business unit requests. 
• Works with local customers and assists in communication of feedback / priorities to the IT appropriate service catalog owner. 
• Assists in the communication of updates / highlights on relevant IT initiatives. 

End User Enablement

• Assists in the education of end users; leverages existing end user computing technology capability.

Infrastructure & Architecture Assistance

In locations where Infrastructure & Architecture (I&A) does not have adequate resource, End User Support (EUS) at the request and direction of I&A: 

• May assist with a basic level of analysis for IT service failures or interruptions. 
• May work with local utility providers, vendors & authorities. 
• May participate in acquisition analysis; executes on assigned service catalogue project activities. 

Printer Support

• May assist with vendor coordination / activities where appropriate. 
• May assist with the configuration of equipment to PTC standards (ex: double sided / black and white, scanning to email, etc....). 
• Print server administration: Adds / changes / removes logical devices as needed. Periodically updates drivers. Monitors, addresses, and remediates print queue issues.

Preferred Qualifications

• Experienced or knowledge with working in environment of large user base of end users
• Experience or knowledge of ITIL Framework and Ticketing Tools
• Familiarity with Digital User Experience Tools and Methodologies

Basic Qualifications:

• Bachelor’s degree in computer science, Computer Engineering or equivalent technical experience.
• Minimum 1-2 Years or work experience in a related field or similar profile.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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