End User Computing (EUC) & Infrastructure Engineer

Role Summary

The Field Support Engineer will provide onsite and dispatch-based end-user technology support across client locations. The role is responsible for delivering deskside support, IMAC services, VIP support, smart hands activities, asset management, meeting room support, and onsite infrastructure assistance, ensuring all incidents and service requests are resolved within agreed service levels and in compliance with client standards and policies.

Overview of the Role

• Provide deskside break-fix support for laptops, desktops, peripherals, printers, and workplace technology.
• Perform IMAC (Install, Move, Add, Change) activities, including equipment deployment, relocation, upgrades, and configuration changes.
• Deliver smart hands support for network, server, telecom, and infrastructure teams, including cabling, patching, device restarts, and basic diagnostics.
• Provide priority support for VIP and executive users, ensuring rapid response and minimal business disruption.
• Configure, deploy, and validate end-user devices in accordance with client standards.
• Manage local IT asset inventory, including stock control, device handovers, returns, refreshes, disposals, and asset record updates.
• Coordinate support dispatches to remote locations through approved partner networks and ensure SLA compliance.
• Support meeting rooms, Microsoft Teams Rooms, AV equipment, conferencing systems, and collaboration technologies.
• Act as the onsite liaison for infrastructure and network teams requiring physical intervention at site locations.
• Execute incidents, service requests, and work orders assigned through the ITSM platform, maintaining accurate ticket documentation and closure notes.
• Collaborate with the Global Service Desk and resolver groups to provide timely status updates and resolution confirmation.
• Participate in problem management, root cause analysis, and continuous service improvement initiatives.
• Adhere to documented SOPs, security controls, access management processes, and onboarding/offboarding procedures.
• Ensure compliance with client, health & safety, and regulatory requirements.

Responsibilities

Field Service / Deskside Support

• Deskside break-fix: diagnose and resolve hardware, software, peripheral and connectivity issues for end-user devices at site.
• L3+ escalation ownership: accept escalations from the Global Service Desk where physical intervention or advanced local troubleshooting is required, and drive to resolution.
• IMAC activity: perform installations, moves, additions and configuration changes through the approved change process.
• Smart hands: provide physical support for network, server and infrastructure teams - cabling, port patching, device resets, power cycling and basic diagnostics under remote direction.
• VIP and executive support: deliver priority deskside assistance, proactive device health checks and event/meeting readiness for designated users.
• Meeting room and AV support: set up, test and troubleshoot Microsoft Teams Rooms, conferencing and collaboration equipment.

Required Skills & Experience

• 3+ years of experience in Deskside Support, Field Services, or End User Computing (EUC) environments.
• Strong troubleshooting experience with Windows devices, peripherals, printers, and workplace technologies.
• Strong hands-on Windows 10/11 troubleshooting, build and configuration skills.
• Practical working experience with Microsoft Intune and Windows Autopilot; exposure to SCCM.
• Hardware break-fix competence across major OEM platforms (Dell, HP), including component-level replacement.
• Experience with Apple iOS device support and MDM enrolment concepts.
• Experience with ITSM tools such as ServiceNow or similar ticketing platforms.
• Understanding of ITIL practices: incident, request, problem, change and asset management.
• Knowledge of asset lifecycle management and inventory control processes.
• Experience supporting Microsoft 365, Teams, Teams Rooms, and collaboration technologies.
• Basic understanding of networking, structured cabling, patching, and infrastructure support activities.
• Experience working with remote support tools such as TeamViewer or equivalent.
• Strong customer service, communication, and stakeholder management skills.
• Ability to work independently in onsite customer-facing environments.
• Professional written and spoken English. Swedish language capability (strong advantage for the Karlskoga, Solna and Höganäs sites).
• Ability to work independently with minimal supervision while remaining tightly integrated with remote teams.
• Prior experience in a pharmaceutical, life sciences, manufacturing or other GxP/regulated environment. (*Desirable)
• Awareness of secure disposal standards (e.g., NIST 800-88) and WEEE requirements. (*Desirable)
• Experience within a managed service provider (MSP) delivery model with formal SLAs.

Preferred Qualifications

• ITIL Foundation Certification. (*ITIL v4 Foundation -Desirable)
• Microsoft endpoint or desktop support certifications. (* Microsoft 365 Certified: Modern Desktop Administrator Associate / Endpoint Administrator Associate , Microsoft 365 Fundamentals (MS-900))

• CompTIA A+ / Network+

Service Delivery Environment

• Hybrid onsite and dispatch-based support model integrated with the Global Service Desk.
• All incidents, requests, IMAC activities, and field dispatches managed through the ITSM platform.
• Collaboration with Service Desk, infrastructure, network, and third-party support teams.
• Utilization of ITSM, remote support, contact center, and asset management tools to ensure service visibility, SLA adherence, and operational excellence.

Behavioural Competencies

• Customer-first mindset: approachable, professional and visibly present on site; builds trust with users and local leadership.
• Ownership: takes end-to-end accountability for issues, following through to confirmed resolution rather than handing off.
• Discipline and rigour: precise documentation and process adherence, essential in a regulated environment.
• Collaboration: works as one team with offshore Service Desk and engineering colleagues; shares knowledge proactively.
• Composure under pressure: handles P1 incidents, VIP escalations and competing priorities calmly.
• Adaptability: comfortable with travel between sites and flexing to ad hoc business needs.
• Continuous learning: keeps current with Microsoft endpoint, M365 and device management technologies.

This is not limited to the above but must coordinate with UST personnel / UST SMEs for Windows Device Management, End-to-End Device Lifecycle Management, Mobile Device Management (Apple) and Microsoft 365 / Office 365 Support wherever and whenever required. Below Appendix is the R&R for the same.

Appendix

Windows Device Management

• Device enrolment and provisioning: register devices via Autopilot, complete zero-touch enrolment into Intune and validate successful build.
• OS deployment and imaging: deploy and configure the standard operating environment; support SCCM/Intune-based build processes.
• Application deployment: install, configure and troubleshoot packaged applications; support local validation of new packages.
• Patch and update support: assist with patch deployment waves, remediate failed updates and resolve device-level compliance issues.
• Security policy enforcement: apply and verify security baselines, BitLocker encryption and endpoint protection compliance.
• Compliance monitoring and remediation: identify non-compliant devices, execute remediation and escalate persistent issues to Endpoint Engineering.

End-to-End Device Lifecycle Management

• Asset inventory: maintain accurate device records in ServiceNow - registration, assignment, location, status and reconciliation.
• Hardware replacement and stock: manage local spares and loan stock; execute device swaps and hardware refresh activity.
• Configuration and imaging: complete build, personalisation and verification for new and repaired devices to customer standards.
• Upgrades and repairs: perform in-warranty and approved out-of-warranty hardware repairs, memory/storage upgrades and component replacement.
• Driver and peripheral management: install and troubleshoot drivers, monitors, docking stations, printers and scanners.
• Vendor and warranty management: raise and progress OEM cases (Dell/HP), coordinate RMA logistics and track to closure.
• Backup and recovery: verify endpoint backup status and support user data recovery and migration during device changes.
• Controlled retirement: execute secure decommissioning, data sanitisation and disposal with full evidence capture and documentation.

Mobile Device Management (Apple)

• Device onboarding: enrol iPhones and iPads via Apple Business Manager and Intune (Automated Device Enrolment).
• Profile and policy support: apply and validate configuration profiles - Wi-Fi, VPN, email, passcode and encryption baselines.
• Application distribution: deploy approved applications via VPP and resolve installation or access issues.
• Security enforcement and response: support remote lock and wipe for lost or stolen devices and act on compliance alerts.
• Patching and compliance: support iOS update and Rapid Security Response rollout; monitor and remediate non-compliant devices.
• Inventory and reporting: maintain accurate mobile asset records and support periodic audit and reporting cycles.

Microsoft 365 / Office 365 Support

• User lifecycle support: support joiner, mover and leaver activity - account setup, access verification and device handover/collection.
• Collaboration services: troubleshoot Exchange Online, SharePoint Online, OneDrive and Microsoft Teams at the end-user level.
• Client configuration: configure and resolve Outlook, OneDrive sync, Teams client and mobile mail issues.
• Escalation interface: escalate tenant-level or platform issues to the M365 managed-service team with full diagnostic detail.
• Data protection support: assist with restore requests and user data recovery in coordination with the backup team (Veeam for M365).

Process, Compliance and Governance

• ServiceNow discipline: record all activity, work notes, time and resolution detail accurately and promptly; maintain ticket hygiene and SLA adherence.
• Knowledge management: create and maintain site-specific knowledge articles, runbooks and SOPs to enable shift-left and remote resolution.
• Change management: raise, document and execute changes through the approved change process; never perform unapproved changes.
• GxP and regulatory compliance: follow Good Documentation Practice, maintain audit-ready records and support customer and regulatory audits.
• Health, safety and site rules: comply fully with customer site access, safety and security policies at all times.
• Continual improvement: identify recurring issues, automation and shift-left opportunities; participate in problem reviews and service improvement forums.
• Reporting: contribute to monthly service reporting - volumes, MTTR, asset accuracy, CSAT and improvement actions.