Language Requirement: Native (C1) English
End User Computing (EUC) Level 2 Support Engineer
Job Description:
The EUC L2 Support Engineer is responsible for providing advanced technical support to end-users by resolving complex hardware, software, and application-related issues. This role will serve as an escalation point for L1 support and work closely with IT teams, vendors, and project stakeholders to ensure efficient operation and high-quality service delivery. The L2 technician will also take an active role in desktop infrastructure improvement initiatives, standard operating procedures, and mentoring junior staff.
Position Responsibilities and Functions:
Act as an escalation point for unresolved L1 tickets and provide advanced troubleshooting and resolution.
Perform root cause analysis for recurring incidents and implement corrective measures.
Install, configure, and support Windows 10/11 and Mac operating systems, Microsoft 365 apps, and core business applications.
Support Active Directory, Group Policy, user and device configuration, and O365 administration.
Provide hands-on support for desktop/laptop hardware, printers, AV equipment, mobile devices, and peripherals.
Handle imaging and deployment of devices using enterprise deployment tools (e.g., SCCM, Intune).
Collaborate with Infrastructure, Networking, and Security teams to support and maintain end-user environments.
Participate in hardware/software rollout projects, upgrades, and migrations.
Maintain accurate ticket documentation and knowledge base articles.
Provide proactive desktop performance monitoring, system updates, and patch management.
Train and mentor L1 team members to improve support effectiveness and resolution times.
Manage and support enterprise-level endpoint protection, encryption, and mobile device management solutions.
Participate in on-call rotations and support during non-business hours as required.
Adhere to ITIL best practices in incident, problem, and change management.
Candidate Required Minimum Qualifications and Skills:
Bachelor’s Degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Industry certifications preferred: CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or similar.
3–5 years of experience in IT support, with at least 1–2 years in an EUC L2 or equivalent technical role.
Strong experience with Windows 10/11, Microsoft 365, Active Directory, Group Policies, and enterprise ticketing systems.
Experience with device management tools like Microsoft Endpoint Manager (Intune), SCCM, JAMF (for Mac), etc.
Proficiency in troubleshooting hardware (Dell, HP, Lenovo), networking issues, and system performance problems.
Working knowledge of network concepts (DNS, DHCP, TCP/IP, VPNs).
Experience supporting remote users and working in hybrid or enterprise environments.
Strong customer service orientation and excellent written and verbal communication skills.
Ability to handle multiple priorities and work in a fast-paced environment.
Demo