EUC Administrator

Responsibilities:

• Provide L2 support for Windows OS and MacOS: application installs/uninstalls, OS patching, crash/BSOD analysis, and performance troubleshooting.
• Support firmware, driver, and patch deployment for end-user devices.
• Troubleshot disk space/storage errors, boot issues, and driver-related problems.
• Configure and troubleshoot GPOs, policies, CSP registry settings, and OS controls.
• Manage Workspace ONE (AirWatch) or Intune:
• Create/manage Smart Groups, Profiles, and Assignments.
• Perform app/package deployments and compliance checks.
• Troubleshoot deployment failures and generate RCA.
• Run and validate APIs via Postman for testing and automation support.
• Document SOPs/KBs, hand over fixes to L1, and maintain shift handover logs.
• Participate in user calls, escalation handling, and SLA adherence in 24x7 operations.

Troubleshooting:

• Application installs, Uninstall, updates, crashes, freezes, and performance issues.
• Windows/macOS update failures and patch errors.
• Workspace ONE / Intune profile/app deployment failures.
• Registry, GPO, and CSP policy conflicts.
• Disk cleanup/storage errors, slowness, and boot issues.
• Driver and firmware issues (audio, video, display, network, storage).
• macOS: FileVault, Keychain, Wi-Fi/proxy, application crashes.

Qualifications:

• Bachelors degree or certification in IT with 35 years of EUC/IT support experience.
• Strong troubleshooting knowledge of Windows 11 and macOS.
• Hands-on experience with Workspace ONE (AirWatch) or Microsoft Intune for profiles, groups, and deployments.
• Understanding of GPOs, CSPs, and registry-based settings.
• Excellent documentation, RCA reporting, and communication skills.
• Ability to work in a 24x7 IT operations environment.

Preferred Qualifications

• Certifications in Workspace ONE, Intune, Microsoft, Apple, or ITIL.
• Exposure to scripting (PowerShell, Bash) for troubleshooting/automation.
• Familiarity with Postman and API testing.

Key Areas for EUC Candidates (4- 6 years experience)

1. Device Support & Troubleshooting

• Strong hands-on experience supporting

  Windows 10/11

  devices
• Experience supporting

  macOS devices (MacBooks/iMacs)

  including:
• OS installation & upgrades
• Profile & permission management
• Hardware troubleshooting
• Application deployment/patching
• Experience supporting

  mobile devices

  (iOS/Android)

2. Endpoint Management Tools (MDM / UEM)

• Hands-on experience with:

• Workspace ONE (AirWatch)

  profiles, groups, policies, deployments

• Microsoft Intune

  – device enrollment, compliance policies, application deployment
• Experience with

  Autopilot

  ,

  zero-touch enrollment

  , and device provisioning

3. Application Packaging & Software Deployment

• Familiarity with:
• MSI/MST packaging (Windows)
• PKG/DMG installations (macOS)
• Automated patching solutions
• Knowledge of software distribution via Intune/Workspace ONE

4. Security & Compliance

• Understanding of endpoint security standards:
• Disk encryption (

  BitLocker/FileVault

  )
• Antivirus/EDR tools (Defender ATP, CrowdStrike, etc.)
• Compliance policies & conditional access
• Experience managing

  secure configurations

  for both Windows & macOS

5. Office 365 & Collaboration Tools

• Expertise in:
• Outlook, Teams, OneDrive troubleshooting
• O365 account setup and device sync issues
• License assignment & mailbox configurations

6. Networking & Connectivity

• Troubleshooting:
• VPN access (GlobalProtect, Cisco AnyConnect, etc.)
• Wi-Fi, LAN connectivity issues
• Network printer setup & configuration
• Basic understanding of DNS, DHCP, Proxy settings

7. ITSM / Ticketing & Documentation

• Experience with ITSM platforms such as:
• ServiceNow
• JIRA
• Remedy
• Clear documentation practices for:
• SOPs
• Knowledge base articles
• Troubleshooting steps

8. Customer Support & Communication Skills

• Ability to handle L1/L2 end-user issues independently
• Strong communication, and customer-handling capability
• Experience supporting employees in enterprise environments