EUC Support Engineer

Enterprise Systems Analyst (EUC Support Engineer) - Night Shift

We are seeking a highly motivated and technically capable Infrastructure Engineer to join our IT Operations team. This role is responsible for providing Tier 1.5 end user support, maintaining end user computing infrastructure, and ensuring a reliable, secure, and responsive IT service experience for employees.

You will act as a key frontline and escalation support resource, handling inbound calls and chats, resolving issues beyond basic Tier 1 troubleshooting, and working closely with Tier 2 / Tier 3 teams to ensure timely resolution of incidents.

Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.

We are modernizing IT operations to deliver reliable, scalable, and employee-centric IT services. This role will help improve service quality through effective end user support, proactive issue resolution, and strong collaboration across IT teams, while maintaining high standards of documentation and operational discipline.

Responsibilities

• Provide advanced technical support to end users, handling issues that require deeper troubleshooting as well as first-line support.
• Support a rotational shift model, providing coverage across business hours and regions as required.
• Work from the office location as part of the Pune-based Digital Workplace and EUC Support team.
• Handle a combination of inbound calls, chat, and remote support, delivering a high standard of customer service.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, remote access, VPN, and enterprise applications.
• Support and troubleshoot Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams.
• Support device and endpoint management using Microsoft Intune, including device enrollment and basic policy troubleshooting.
• Assist with identity and access management using OKTA and Microsoft Entra ID, including user accounts, group membership, MFA, and access-related issues.
• Support collaboration and communication tools such as Zoom, including meeting access and audio/video troubleshooting.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, peripherals, and mobile devices.
• Perform basic hardware troubleshooting, coordinate vendor warranty repairs, and assist with asset lifecycle management.
• Troubleshoot network connectivity issues on end-user devices, including wired and wireless connections.
• Use remote access and support tools such as BeyondTrust, TeamViewer, or similar tools to efficiently diagnose and resolve user issues.
• Log, track, and update incidents and service requests in the helpdesk system to ensure SLA compliance.
• Identify recurring issues, perform initial root cause analysis, and recommend improvements or automation opportunities.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 teams, ensuring complete documentation and smooth handover.
• Contribute to and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
• Collaborate with infrastructure, network, application, and security teams to resolve cross-functional issues.

Minimum Qualifications

• Graduate degree or equivalent qualification.
• 3+ years of experience in Helpdesk, Service Desk, IT Support, or a similar enterprise support role.
• Experience providing advanced end-user support in an enterprise environment.
• Experience handling high-volume inbound calls and chat support.
• Strong working knowledge of Windows 10, Windows 11, and macOS.
• Hands-on experience supporting Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams.
• Experience with Microsoft Intune for endpoint and device management.
• Experience supporting OKTA and Microsoft Entra ID for user access, MFA, and identity-related issues.
• Experience supporting collaboration tools such as Zoom.
• Hands-on experience troubleshooting desktop hardware, laptops, and peripherals.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Hands-on experience using remote access tools such as BeyondTrust, TeamViewer, or similar.
• Experience working with ServiceNow or a similar ITSM tool for incident, request, and knowledge management.
• Practical understanding of ITIL practices, including Incident, Request, and Problem Management.
• Experience creating and maintaining knowledge base articles and support documentation.
• Strong problem-solving and analytical skills.
• Good customer service and communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Willingness and ability to work office based shift patterns as required.

Preferred Qualifications

Experience working in a service desk or IT operations environment supporting enterprise users.

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