Job Description: L2 End-User Computing (EUC) Administrator
Responsibilities:
- Provide L2 support for Windows OS and MacOS: application installs/uninstalls, OS patching, crash/BSOD analysis, and performance troubleshooting.
- Support firmware, driver, and patch deployment for end-user devices.
- Troubleshot disk space/storage errors, boot issues, and driver-related problems.
- Configure and troubleshoot GPOs, policies, CSP registry settings, and OS controls.
- Manage Workspace ONE (AirWatch) or Intune:
- Create/manage Smart Groups, Profiles, and Assignments.
- Perform app/package deployments and compliance checks.
- Troubleshoot deployment failures and generate RCA.
- Run and validate APIs via Postman for testing and automation support.
- Document SOPs/KBs, hand over fixes to L1, and maintain shift handover logs.
- Participate in user calls, escalation handling, and SLA adherence in 24x7 operations.
Troubleshooting:
- Application installs, Uninstall, updates, crashes, freezes, and performance issues.
- Windows/macOS update failures and patch errors.
- Workspace ONE / Intune profile/app deployment failures.
- Registry, GPO, and CSP policy conflicts.
- Disk cleanup/storage errors, slowness, and boot issues.
- Driver and firmware issues (audio, video, display, network, storage).
- macOS: FileVault, Keychain, Wi-Fi/proxy, application crashes.
Qualifications:
- Bachelor's degree or certification in IT with 35 years of EUC/IT support experience.
- Strong troubleshooting knowledge of Windows 11 and macOS.
- Hands-on experience with Workspace ONE (AirWatch) or Microsoft Intune for profiles, groups, and deployments.
- Understanding of GPOs, CSPs, and registry-based settings.
- Excellent documentation, RCA reporting, and communication skills.
- Ability to work in a 24x7 IT operations environment.
Preferred Qualifications
- Certifications in Workspace ONE, Intune, Microsoft, Apple, or ITIL.
- Exposure to scripting (PowerShell, Bash) for troubleshooting/automation.
- Familiarity with Postman and API testing.
