EUC Engineer

Key Responsibilities:

Provide on-site L1/L2 support for all end-user hardware, including desktops, laptops, mobile devices, printers, MFDs, and VC equipment.

Support all specified software, including:

• Microsoft Windows OS and M365 (Office, Teams, Teams Voice).
• Specialized CAD/Engineering applications (Autodesk, Bentley, etc.).
• Standard browsers and web-based business applications.

Troubleshoot and resolve user incidents (hardware, software, connectivity) with a strong focus on achieving the 80% FCR target.

Fulfill service requests (e.g., new user setup, software installation, hardware moves) accurately and efficiently.

Meticulously log all incidents and requests in the ITSM tool (ManageEngine ServiceDesk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLAs.

Perform automated software/patch deployment tasks as directed (via ManageEngine Endpoint Central).

Collaborate with the L2 Network/Security/Server teams for escalations.

Maintain a positive and professional demeanor, providing excellent customer service.

Requirements:

Diploma in Information Technology or equivalent.

Proven experience in a hands-on desktop/EUC support role.

Strong customer service skills.

Technical proficiency in Microsoft Windows, Active Directory, and Microsoft 365 (including Teams Voice).

Experience supporting specialized software, preferably CAD/Engineering applications (Autodesk, Bentley).

Experience with ITSM ticketing systems (e.g., ServiceDesk Plus).

Familiarity with remote support tools and endpoint management software.

Microsoft 365/Modern Desktop certifications (e.g., MD-102), ITIL Foundation preferred.