IT EUC Engineer

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

  • Microsoft (MD-102, Azure)

  • CompTIA Network+ / Security+

  • CCNA or equivalent

Skills

Level 2 Support, Group Policies, Emergency Operations, Endpoint Management, Laptops, Windows Intune, Active Directory, Information Technology, Computer Science, onboarding programmes, IT knowledge, Mobile Devices, Hands-On Experience, Deployment, General Group Administration, Technical Support