Onsite Support EUC Engineer

TN France; Huningue; Sur place; EUR 35 000 - 55 000; Plein temps

Résumé du poste

An established industry player is seeking a skilled EUC onsite support engineer to deliver exceptional technical support for various End User Computing devices. This role involves troubleshooting, managing incidents, and ensuring high standards of customer service. You will work with cutting-edge technologies like Microsoft Intune and SCCM, supporting office-based staff and enhancing operational efficiency. If you are passionate about IT and enjoy solving problems while providing outstanding service, this position offers you the chance to make a significant impact in a collaborative environment.

Qualifications

• Experience in troubleshooting hardware/software issues and providing excellent customer service.
• Familiarity with deployment tools like SCCM and ServiceNow for incident management.

Responsabilités

• Provide high-quality technical support for all End User Computing devices.
• Handle end-user incidents and IMAC requests using ServiceNow.
• Manage endpoint security and perform hardware/software installations.

Connaissances

Troubleshooting OS and peripherals

Customer service

Asset and inventory management

Understanding of ITIL concepts

Formation

Basic experience in IT industry

Outils

SCCM

ServiceNow

Microsoft Intune

Microsoft Office 365

Mobile Iron

Description du poste

The EUC onsite support engineer will provide high-quality technical support for all End User Computing devices (Laptops, Desktops, and Mobile devices) for office-based staff at the site. This includes leading the resolution of incidents, problems, and requests to achieve high standards of customer service and deliver operational and business benefits.

Operation Roles and Responsibilities

Technologies: Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, Office 365 products, Windows 10 desktops and laptops, printers, networked copiers, Mobile Iron, NICs, basic LAN/WAN connectivity, network cable patching, support for rack and stack activities.

IT Tools: SCCM for OS deployment, Intune Autopilot, Microsoft MFA, ServiceNow Ticketing system (for incident management, service requests, and asset management).

• Basic experience in the IT industry.
• Good understanding of ITIL concepts and ServiceNow.
• Troubleshooting of OS and peripherals, asset and inventory management.
• Ensure tickets are updated timely and adhere to SLAs.
• Handle end-user incidents and IMAC requests using ServiceNow.
• Perform hardware and software installations, understanding deployment tools like SCCM.
• Provide basic AV support for conference rooms and internal events using Microsoft Teams Room (MTR).
• Deploy images using SCCM and Autopilot.
• Manage endpoint security for laptops using McAfee and Cortex XDR.
• Upgrade old assets from Windows 7 to Windows 10.
• Support MTR video conferencing for meetings and events.
• Coordinate with vendors for hardware and spare parts replacement.
• Manage support queues to meet SLAs and avoid misses.
• Work independently and collaboratively.
• Communicate effectively with internal and external contacts.
• Provide excellent customer service to internal IT teams and business partners, working closely with server and networking teams.
• Perform end-to-end IMAC activities, including packaging, unpacking, acceptance, delivery, and inventory updates.
• Support mobile devices, including configuration and troubleshooting of iPhone, iPad, and Android devices.
• Investigate, diagnose, resolve, and recover from hardware/software issues; escalate to vendors when necessary.
• Maintain ownership of user issues and ensure timely resolution.
• Deploy and upgrade laptops and workstations successfully.