EUC Infrastructure Support Engineer

Purpose of the job

The EUC Infrastructure Support Engineer provides advanced technical support to internal users, serving as a key escalation point from the Service Desk and delivering walk-up assistance for local users. This role supports a modern enterprise IT environment across Windows, macOS, and mobile platforms, ensuring a seamless, secure, and high-quality technology experiences for employees globally. The ideal candidate has deep knowledge of enterprise device management, modern endpoint security, and an exceptional customer service mindset.

Key Responsibilities

· Act as the primary escalation point for complex technical issues raised by the Service Desk.

· Deliver high-touch, in-person support for walk-up users, including troubleshooting hardware/software and resolving user experience issues.

· Ensure PLA’s are met with the CISO team, OLA’s are met with the Service Desk and other internal departments.

· Provide expert support for Windows 11 Enterprise, macOS, iOS, and Android platforms.

· Support and manage devices via Microsoft Intune, Autopilot, JAMF, and PDQ.

· Troubleshoot and support endpoint protection and cybersecurity tools such as Crowdstrike, Microsoft Defender, Zscaler, and Rapid7.

· Assist with device provisioning, imaging, and deployment using Autopilot and JAMF workflows.

· Provide secure and compliant support aligned with IT security best practices and organizational policies.

· Partner with other GBS teams to address recurring technical issues and drive service improvement.

· Maintain accurate records of assets, incidents, resolutions, and user interactions in the ITSM system.

· Contribute to documentation, SOPs, and knowledge base articles for global use.

· Support employee onboarding/offboarding by provisioning devices, configuring user profiles, and ensuring access readiness.

· Identify opportunities to streamline support processes and improve service delivery.

· Participate in after-hours or weekend support as needed during critical deployments or escalations.

Knowledge, skills and experience required

3+ years in an End User Computing, IT Support, or Desktop Support Engineer role (Level 2 or 3), including executive support.

Strong expertise in Windows 11 Enterprise and macOS environments.

Hands-on experience with:

· Microsoft Intune and Autopilot

· JAMF (macOS device management)

· PDQ Deploy

· Crowdstrike, Microsoft Defender, Zscaler, Rapid7.

· iOS and Android mobile device configuration and support

· Familiarity with ITSM platforms (Fresh Service and Service Now preferred).

· Understanding of endpoint security principles, including MFA, encryption, DLP, and threat detection.

Preferred Qualifications

· ITIL Foundation certification or experience in an ITIL-based environment.

· CompTIA A+, Microsoft, or Apple certifications.

· Experience working in a hybrid enterprise or global IT support team.

· Exposure to zero trust, identity management, and mobile device security frameworks.

Person Specification

· Excellent customer service and communication skills—able to engage effectively with technical and non-technical users.

· Strong attention to detail, analytical thinking, and documentation skills.