IT EUC Engineer (L2/L3 – EUC & Network Support)
Position Overview
This role is responsible for end-to-end EUC engineering and operational support within a managed services environment, with additional responsibility for network troubleshooting and infrastructure support. The engineer is expected to operate at L2/L3 level, handling escalations, performing root cause analysis, and ensuring SLA-driven service delivery.
Key Responsibilities
1. End User Computing (EUC) & Technical Support
Provide Level 2/3 technical support, including handling critical and emergency incidents.
Manage end-user devices (desktops, laptops, mobile devices) across Windows, macOS, iOS, and Android platforms.
Perform software imaging, deployment, and distribution using tools such as Intune or equivalent.
Support Microsoft 365, Active Directory, Azure AD, and Group Policy administration.
Conduct user onboarding and basic system training when required.
2. Infrastructure & Networking Support
Support and troubleshoot LAN/WAN, Wi-Fi, VPN, and firewall connectivity issues.
Assist in configuration and maintenance of network devices (switches, routers, access points).
Monitor system and network performance, ensuring high availability and reliability.
Work with vendors and internal teams for escalation and resolution of infrastructure issues.
3. Service Delivery & Operations Management
Perform Move, Add, Change (MAC) activities for IT systems and users.
Manage incident, problem, and change processes, including root cause analysis and preventive actions.
Support release and patch management to maintain system security and compliance.
Ensure adherence to defined Service Level Agreements (SLAs) and service quality standards.
4. IT Asset & Lifecycle Management
Manage full lifecycle of IT assets: procurement, deployment, maintenance, and retirement.
Handle warranty claims, break-fix coordination, and hardware/software replacements.
Maintain asset inventory and configuration records (SACM).
Track and manage End-of-Life (EOL) / End-of-Support (EOS) assets and refresh planning.
5. Monitoring, Backup & Data Management
Monitor IT systems, networks, and services, responding to alerts proactively.
Manage data backup, archival, and restoration processes to ensure data integrity and availability.
6. Governance, Documentation & Continuous Improvement
Develop and maintain technical documentation, SOPs, and procedural guides.
Support IT policy implementation and ensure compliance with internal standards.
Participate in technology planning, assessment, and improvement initiatives.
Requirements
Diploma/Degree in Information Technology, Computer Science, or related field.
3–5 years of experience in EUC/Desktop Engineering within a managed services or enterprise environment.
Strong knowledge of Windows OS, Active Directory, Group Policy, and Microsoft 365.
Hands-on experience with Intune or endpoint management tools.
Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLAN, VPN).
Experience supporting network devices (Cisco, Fortinet, Aruba, etc.) is an advantage.
Familiarity with ITIL processes (Incident, Problem, Change Management).
Experience with backup solutions, monitoring tools, and asset management systems is preferred.
Strong troubleshooting, communication, and documentation skills.
Preferred Certifications
