Job Title: EUC IT Support Engineer (L2)
Role Overview
The EUC IT Support Engineer provides day-to-day IT support for end-users across the organization. This role ensures smooth functioning of desktops, laptops, mobile/Tab devices, and related IT services, while escalating complex issues when needed.
Key Responsibilities
- User Support: Handle all the IT issues, including hardware, software, and network troubleshooting.
- Collaborate with customer stakeholders and vendors to deliver reliable IT services.
- Document processes, configurations, and best practices for knowledge sharing
- Device Management: Install, configure, and maintain desktops, laptops, printers, and mobile devices.
- Application Support: Provide support for business applications (MS Office, email, collaboration tools, etc.).
- Incident Resolution: Diagnose and resolve technical problems within agreed SLAs.
- System Updates: Perform OS updates, patching, and security compliance checks.
- User Training: Guide employees on IT best practices and safe usage of systems.
- Documentation: Maintain records of incidents, resolutions, and asset inventory.
- Collaboration: Work with L3 engineers and vendors for advanced troubleshooting and project support.
Skills & Qualifications
- Strong knowledge of Windows/Mac OS, MS Office, and common enterprise applications.
- Experience with Active Directory, Intune, Defender, O365, Exchange, and endpoint security tools.
- Good understanding of networking basics (LAN/WAN, VPN, Wi-Fi).
- Excellent communication and problem-solving skills.
- 24 years of IT support experience preferred.
Microsoft Intune, Azure AD, MS Defender for Endpoints (EDR/ATP), Windows
