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:

1. Microsoft Windows OS and M365 (Office, Teams, Teams Voice).
2. Specialized CAD/Engineering applications (Autodesk, Bentley, etc.).
3. 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.

Qualifications & Skills:

• Diploma in Information Technology or equivalent.
• Required: Proven experience in a hands-on desktop/EUC support role.
• Required: 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.
• Preferred: Microsoft 365/Modern Desktop certifications (e.g., MD-102), ITIL Foundation.