Onsite Support EUC Engineer

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as an EUC onsite support engineer, where you'll deliver exceptional technical support for office-based staff. This role involves resolving incidents and requests, ensuring high standards of customer service, and optimizing operational efficiency. You'll work with a variety of technologies, including Microsoft Intune and Office 365, while collaborating with internal IT teams and business partners. If you have a passion for customer service and a solid understanding of IT support, this is an exciting opportunity to make a real impact in a dynamic environment.

Qualifications

• Experience in IT support and troubleshooting.
• Understanding of ITIL and asset management principles.

Responsibilities

• Provide high-quality technical support for all End User Computing devices.
• Manage incidents and service requests using ServiceNow.

Skills

ITIL Concepts

Customer Service

Troubleshooting

Asset Management

Education

Basic IT Experience

Tools

SCCM

ServiceNow

Microsoft Intune

Microsoft Office 365

Job description

The EUC onsite support engineer will provide high-quality technical support for all End User Computing devices (Laptop, Desktop, and mobility) 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 optimal operational and business benefits.

Operation Roles and Responsibilities

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

IT Tools: SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, ServiceNow Ticketing tool (Incident, Service Requests, Asset management).

• Basic experience in the IT industry.
• Good understanding of ITIL concepts and ServiceNow.
• Computer OS/Peripherals troubleshooting and Asset/Inventory Management.
• Ensure tickets are updated on time and adhere to SLAs.
• Handle end users' incidents and IMAC requests using ServiceNow.
• Perform hardware/software installation, understanding deployment tools like SCCM.
• Provide basic AV support for conference rooms and internal events using MTR (Microsoft Teams Room).
• Image deployment using SCCM & Auto Pilot.
• Manage laptop AV/endpoint security for McAfee, Cortex XDR.
• Upgrade old assets from Windows 7 to Windows 10.
• Support MTR video conferencing for meetings and events.
• Coordinate with vendors for hardware/spare replacements.
• Manage support queue to avoid SLA misses.
• Work independently and as part of a team.
• Communicate effectively with internal and external contacts.
• Provide strong customer service to internal IT teams and business partners; collaborate 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 hardware/software problems; escalate to vendors when necessary.
• Maintain ownership of user issues and ensure timely resolution.
• Deploy and upgrade laptops and workstations successfully.