📌 Role Overview
The EUC L2 professional provides advanced technical support for end-user devices, applications, and environments. They handle escalations from L1 teams, perform root cause analysis, and ensure stability and efficiency of workplace computing systems.
🎯 Key Responsibilities
- Advanced troubleshooting: Resolve complex hardware, OS, and application issues beyond L1 scope.
- Escalation management: Act as the second line of support, coordinating with L3 or vendor teams when required.
- System administration: Manage user accounts, group policies, and endpoint configurations.
- Patch management: Deploy and monitor OS/application updates, ensuring compliance and security.
- VDI support: Provide support for Virtual Desktop Infrastructure (Citrix, VMware Horizon, etc.).
- Scripting and automation: Use PowerShell or similar tools to automate routine tasks.
- Knowledge base updates: Document solutions and create technical guides for L1 teams.
- Security compliance: Ensure endpoint devices meet organizational security standards.
🛠️ Required Skills
- Technical expertise: Strong knowledge of Windows/Mac OS, Active Directory, SCCM/Intune, and endpoint security.
- Networking basics: Understanding of TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
- VDI knowledge: Experience with Citrix, VMware, or Microsoft VDI solutions.
- Automation skills: Ability to write scripts for efficiency and consistency.
- Collaboration: Work closely with L1 teams, infrastructure, and security teams.
- Customer focus: Deliver high-quality support with strong communication skills.
🎓 Qualifications
- Bachelor’s degree in Computer Science, IT, or related field.
- 2–4 years of experience in IT support, preferably in EUC roles.
- Certifications such as Microsoft Certified Endpoint Administrator
