EUC Desktop Engineer

Role Summary:

The EUC Desktop Engineer is responsible for delivering high-quality End User Computing (EUC) support services across enterprise environments. The role involves troubleshooting hardware, software, operating system, mobility, and collaboration tool issues while ensuring timely resolution of incidents and service requests in accordance with defined SLAs. The engineer will support workplace technologies, enhance end-user experience, and contribute to operational excellence within a managed services environment.

Key Responsibilities:

• Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365, Outlook, Teams, and enterprise applications.
• Manage user accounts, access permissions, and policies through Active Directory and Azure AD.
• Support device provisioning, imaging, deployment, software installation, and hardware replacement activities.
• Administer endpoint management solutions such as Microsoft Intune, Autopilot, and SCCM/MECM.
• Perform incident, service request, and problem management activities using ITSM tools such as ServiceNow.
• Conduct root cause analysis for recurring issues and implement preventive actions.
• Support VIP users and ensure a high level of customer satisfaction.
• Maintain endpoint security compliance, patching, antivirus updates, and encryption standards.
• Develop and maintain technical documentation, knowledge articles, and standard operating procedures.
• Collaborate with infrastructure, network, security, and application support teams to resolve complex issues.
• Participate in desktop refresh, migration, and workplace transformation projects