2nd Line EUC Support Engineer - Contract

GCS; Tees Valley; On-site; GBP 42,000 - 54,000; Full time

Job summary

GCS is seeking an experienced 2nd Line EUC Support Engineer to join a major end-user computing transformation programme in Billingham. You will provide Level 2 support for end-user devices, applications, and workplace technologies across a large enterprise environment.

Responsibilities include device migrations, application readiness, endpoint refresh activities, and user onboarding. Strong troubleshooting, incident management, and ITIL-aligned processes are essential.

Qualifications

• Experience supporting Windows desktop environments in large enterprises.
• Strong troubleshooting and root-cause analysis skills.
• Excellent communication and customer-facing abilities.

Responsibilities

• Provide Level 2 support for end-user devices and business applications.
• Support device migration, deployment, and onboarding activities.
• Assist with application packaging, readiness assessments, testing, and validation.
• Troubleshoot application compatibility, performance, and user access issues.
• Manage incidents, service requests, and change activities per ITIL.
• Escalate complex issues to Level 3 teams when needed.
• Maintain accurate support documentation and knowledge articles.
• Coordinate with deployment teams during migration and cutover.

Skills

Level 2 support

EUC/Desktop support

Windows troubleshooting

Root cause analysis

Active Directory

SCCM

Citrix/VDI

Microsoft 365

ITIL awareness

Tools

SCCM

Active Directory

Citrix

VDI

ServiceNow

Microsoft 365

Job description

Role - 2nd Line EUC Support Engineer

Duration - 6 months with very likely extension

Location - Billinham, onsite 5 days a week

About the Role

We are seeking an experienced EUC Support Engineer to join a major end-user computing transformation programme. You will play a key role in supporting device migrations, application readiness activities, endpoint refresh initiatives, and user onboarding across a complex enterprise environment.

Working as part of a wider deployment and migration team, you will provide Level 2 support to end users, ensuring a smooth transition to new devices, applications, and workplace technologies while maintaining a high standard of customer service.

Key Responsibilities

• Provide Level 2 support for end-user devices and business applications.
• Support device migration, deployment, and onboarding activities.
• Assist with application packaging, readiness assessments, testing, and validation.
• Troubleshoot application compatibility, performance, and user access issues.
• Support software installations, upgrades, and deployment activities.
• Work closely with deployment teams during migration and cutover periods.
• Manage incidents, service requests, and change activities in line with ITIL processes.
• Escalate complex issues to specialist Level 3 teams where required.
• Maintain accurate support documentation, knowledge articles, and ticket updates.
• Assist with endpoint refresh and hardware replacement programmes.
• Coordinate with business users to support testing and user acceptance activities.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Liaise with third-party vendors and support partners as needed.

Required Skills & Experience

• Previous experience in a Level 2 Desktop, EUC, or Application Support role.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting Windows desktop environments within enterprise organisations.
• Knowledge of:Windows 10 and Windows 11Active DirectorySCCM / Microsoft Configuration ManagerCitrix and/or VDI environmentsMicrosoft Office 365Experience using ServiceNow or similar ITSM platforms.Understanding of software deployment and endpoint support processes.Ability to manage multiple priorities in a fast-paced project environment.Excellent communication and customer-facing skills.

Desirable Experience

• Experience supporting Windows 11 migration projects.
• Device refresh or hardware deployment experience.
• Application testing and validation experience.
• Experience within highly regulated or large-scale enterprise environments.
• ITIL Foundation certification.

GCS is acting as an Employment Business in relation to this vacancy