EUC Infrastructure Support Engineer
EUC Infrastructure Support Engineer
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Job Description
Purpose of the job
The EUC Infrastructure Support Engineer provides advanced technical support to internal users serving as a key escalation point from the Service Desk and delivering walk-up assistance for local users. This role supports a modern enterprise IT environment across Windows macOS and mobile platforms ensuring a seamless secure and high-quality technology experiences for employees globally. The ideal candidate has deep knowledge of enterprise device management modern endpoint security and an exceptional customer service mindset.
Key Responsibilities
Act as the primary escalation point for complex technical issues raised by the Service Desk.
Deliver high-touch in-person support for walk-up users including troubleshooting hardware/software and resolving user experience issues.
Ensure PLAs are met with the CISO team OLAs are met with the Service Desk and other internal departments.
Provide expert support for Windows 11 Enterprise macOS iOS and Android platforms.
Support and manage devices via Microsoft Intune Autopilot JAMF and PDQ.
Troubleshoot and support endpoint protection and cybersecurity tools such as Crowdstrike Microsoft Defender Zscaler and Rapid7.
Assist with device provisioning imaging and deployment using Autopilot and JAMF workflows.
Provide secure and compliant support aligned with IT security best practices and organizational policies.
Partner with other GBS teams to address recurring technical issues and drive service improvement.
Maintain accurate records of assets incidents resolutions and user interactions in the ITSM system.
Contribute to documentation SOPs and knowledge base articles for global use.
Support employee onboarding/offboarding by provisioning devices configuring user profiles and ensuring access readiness.
Identify opportunities to streamline support processes and improve service delivery.
Participate in after-hours or weekend support as needed during critical deployments or escalations.
Knowledge skills and experience required
3 years in an End User Computing IT Support or Desktop Support Engineer role (Level 2 or 3) including executive support.
Strong expertise in Windows 11 Enterprise and macOS environments.
Hands-on experience with:
Microsoft Intune and Autopilot
JAMF (macOS device management)
PDQ Deploy
Crowdstrike Microsoft Defender Zscaler Rapid7.
iOS and Android mobile device configuration and support
Familiarity with ITSM platforms (Fresh Service and Service Now preferred).
Understanding of endpoint security principles including MFA encryption DLP and threat detection.
Preferred Qualifications
ITIL Foundation certification or experience in an ITIL-based environment.
CompTIA A Microsoft or Apple certifications.
Experience working in a hybrid enterprise or global IT support team.
Exposure to zero trust identity management and mobile device security frameworks.
Person Specification
Excellent customer service and communication skillsable to engage effectively with technical and non-technical users.
Strong attention to detail analytical thinking and documentation skills.
Employment Type
Full Time
