IT Support Engineer- EUC L2

 Role Summary / Job Purpose

We are seeking a highly skilled and forward-thinking Level 2 IT End-User Computing (EUC) Support Engineer to join our dynamic team. This role goes beyond traditional desktop support, requiring expertise in modern workplace technologies, AI-driven solutions, and enterprise infrastructure. The ideal candidate will be a technology champion, passionate about delivering exceptional user experiences, driving innovation, and supporting complex IT environments in a fast-paced, global organization.

As part of the Site Technology Servicing team, we provide onsite IT technical support to all IFF Offices / Plants / Labs within our scope, which includes all users and onsite hardware within the locations described within the job description.

Key Responsibilities

• End-User Support & Troubleshooting
• Provide advanced Level 2 support for Windows, macOS, and mobile devices.
• Manage and resolve issues related to Teams Voice, Surface Hub 3, AV & VC solutions, and follow-me printing technologies.
• Modern Workplace & GenAI Enablement
• Support and promote Generative AI tools and automation solutions to enhance productivity.
• Act as a technology evangelist, identifying opportunities to improve user experience through AI and modern EUC solutions.
• Infrastructure & Networking
• Assist with network connectivity, Wi-Fi troubleshooting, and basic infrastructure support.
• Collaborate with infrastructure teams for office fit-outs, relocations, and manufacturing plant IT setups.
• Project Support
• Participate in tech refresh projects, new office setups, and IT infrastructure deployments.
• Work closely with vendors and internal teams to ensure timely and quality delivery of IT projects
• Training & Continuous Improvement
• Deliver user training sessions on new technologies and best practices.
• Identify and implement process improvements to enhance IT service delivery and user satisfaction.
• Vendor & Stakeholder Management
• Work effectively in a matrix MNC environment, coordinating with outsourced vendors and internal stakeholders.
• Asset / stock management / E-Wast3

Required Skills

Technical Expertise:

• Strong knowledge of Windows 10/11, macOS, and Microsoft 365 ecosystem.
• Hands-on experience with Teams Voice, Surface Hub 3, AV/VC solutions, and printing technologies.
• Familiarity with network fundamentals, VPN, and Wi-Fi troubleshooting.
• Exposure to GenAI tools and their application in workplace productivity.
• Local BMS Solutions
• Understanding of Microsoft/Apple Products
• Understanding of security, network and midrange technologies.
• Understanding of collaboration applications and their dependencies
• Understanding of mobility products: Apple/Android

Tools / Systems / Technical Knowledge

• ITIL Foundation or equivalent
• SCCM Ticketing Tool
• Agile Methodology

Decision-Making Authority

• This role will own the decisions required for day to day operational support in the sites under their responsibility

• Prioritizing workload making sure Incidents come first and each incident is reviewed and prioritized based on SLA’s and User impact

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Problem-Solving Complexity

• Conduct local training sessions at location to provide overview of how to get support
• Providing detailed troubleshooting and steps completed with end user within service ticket. Correctly set ticket priority based on SLA Matrix, follow up with L3 team or SME to acknowledge ticket receipt and request eta for resolutions to be able to provide correct end user expectations.

Stakeholder Management / Influence

• End Users: Support overall end users and associated technologies within the locations defined within the job descriptions remit. Be the eye and ears of the local business and feedback to IT Teams.
• Site Tech Delivery - PM : Understand overall project scope. Understand tasks and timelines that require local site execution.

• Regional IT Manager : Provide updates on business changes, global Initiatives, Projects, Business feedback, Personal development, local site opportunities, general performance evaluation and guidance, Site improvement opportunities , evaluate progress on personal performance targets and personal development plans (success factors).
• Back End Support Teams : Support local site needs, escalations and engage back end SME to provide information, support and resolutions for site requirements
• Director, Site Technology Services : Business strategic changes

Education & Certification Requirements

• Minimum mandatory qualifications: Diploma in IT/Computer Science or equivalent
• Preferred qualifications: Degree in IT/Computer Science or equivalent

Experience Requirements

• Minimum 3–5 years in IT EUC support roles, preferably in a multinational matrix organization.
• Experience working with outsourced vendors and managing service delivery.
• Experience within an international company
• Experience managing 3rd party vendors
• Experience building and maintaining local relationships with end user community
• Basic understanding of Automation / R&D Technology’s