The EUC onsite support engineer will provide high-quality technical support for all End User Computing devices (Laptop, Desktop, and mobility) for office-based staff at the site. This includes leading the resolution of incidents, problems, and requests to achieve high standards of customer service and deliver optimal operational and business benefits.

Operation Roles and Responsibilities

❖ Technologies: Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, Office 365 products – Windows 10 desktops, laptops, printers, networked copiers, MobileIron, NICs, basic LAN/WAN connectivity, network cable patching, support for rack and stack activities.

❖ IT Tools: SCCM for OS deployment, Intune Autopilot, Microsoft MFA, ServiceNow Ticketing tool (Incident, Service Requests, Asset Management)

• Basic experience in the IT industry
• Good understanding of ITIL concepts & ServiceNow
• Troubleshooting of computer OS and peripherals, asset/inventory management
• Ensure tickets are updated promptly and adhere to SLAs
• Handle end-user incidents and IMAC requests using ServiceNow
• Perform hardware/software installations (understanding deployment tools like SCCM)
• Provide basic AV support for conference rooms and internal events using Microsoft Teams Room (MTR)
• Image deployment using SCCM and Autopilot
• Manage laptop AV/endpoint security (McAfee, Cortex XDR)
• Upgrade old assets from Windows 7 to Windows 10
• Support MTR video conferences for meetings and events
• Coordinate with vendors for hardware/spare replacements
• Manage support queues to meet SLAs
• Work independently and as part of a team
• Communicate effectively with internal and external contacts
• Provide excellent customer service to IT teams and business partners, working closely with server and network teams
• Perform end-to-end IMAC activities, including packaging, unpackaging, and updating inventory databases
• Support mobile devices (iPhone, iPad, Android), including configuration and troubleshooting
• Investigate, diagnose, resolve, and recover from hardware/software problems; escalate to vendors when necessary
• Maintain ownership of user issues and ensure timely resolution
• Deploy and upgrade laptops and workstations successfully