Dedicated EUC L2 Technician

JOB Profile

The EUC L2 Support Engineer is responsible for providing advanced technical support for end-user devices, applications, and workplace IT infrastructure. The role includes troubleshooting escalated incidents, managing desktop/laptop environments, supporting Microsoft 365, Active Directory, networking basics, and ensuring SLA compliance.

Key Responsibilities

• Provide L2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot issues related to:
• Windows 10/11
• Microsoft Office 365
• Outlook, Teams, OneDrive, SharePoint
• VPN, LAN/Wi-Fi connectivity
• Active Directory & Group Policies
• Handle incidents escalated from L1 support teams.
• Perform hardware installation, replacement, imaging, and troubleshooting.
• Manage user onboarding/offboarding activities.
• Configure and support devices using SCCM, Intune, or endpoint management tools.
• Support software installation, patching, and upgrades.
• Maintain IT asset inventory and lifecycle management.
• Manage tickets through tools like ServiceNow/Jira and ensure SLA adherence.
• Coordinate with L3 teams, vendors, and infrastructure teams for complex issues.
• Provide VIP/Executive support when required.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Support conference rooms, AV equipment, and printers.
• Perform basic troubleshooting of network devices and connectivity issues.

Required Skills

• Strong knowledge of:
• Windows OS
• Microsoft 365
• Active Directory
• SCCM / Intune
• VPN & networking basics (DNS, DHCP, LAN/WAN)
• Experience with ticketing tools such as ServiceNow.
• Good troubleshooting and problem-solving skills.
• Strong communication and customer-handling skills.
• Knowledge of ITIL processes is preferred