EUC L2

EUC L2 Job Description:

Job Description End User Computing (EUC) L2 Support Engineer

Position: End User Computing (EUC) L2 Support
Location: Hyderabad
Employment Type: Full-time

Role Overview

We are looking for a skilled EUC L2 Support Engineer to provide advanced technical support to end users, ensuring smooth operations of desktops, laptops, VPN environments, mobile devices, and productivity applications. The role involves resolving escalated incidents from L1, managing complex technical issues, and working closely with infrastructure/application teams to maintain a secure and efficient EUC environment.

Key Responsibilities

• Provide L2 technical support for desktops, laptops, mobile devices, printers, and collaboration tools.
  
• Handle escalations from L1 Service Desk and ensure timely resolution of incidents within SLAs.
  
• Troubleshoot issues related to Windows OS, Active Directory, O365, Outlook, Teams, VPN, and network connectivity.
  
• Manage user account administration (password resets, access requests, group policy troubleshooting, etc.).
  
• Support and administer VDI/Citrix environments (if applicable).
  
• Assist with software deployments, patching, and upgrades using tools such as SCCM / Intune.
  
• Diagnose and resolve issues related to hardware, drivers, and peripherals.
  
• Maintain knowledge base articles and provide guidance to L1 teams for reducing escalations.
  
• Participate in problem management by identifying root causes for recurring issues and suggesting permanent fixes.
  
• Collaborate with L3, infrastructure, and application teams for complex problem resolution.
  
• Ensure compliance with security policies, antivirus, encryption, and endpoint protection.
  
• Provide support for VIP / critical users with high attention to detail.
  
• Contribute to continuous improvement initiatives, including automation opportunities.
  

Required Skills & Experience

• 3 5 years of experience in EUC / Desktop / IT Support roles.
  
• Strong troubleshooting skills in:
  
• Windows 10/11 OS
  
• Microsoft O365 (Outlook, Teams, OneDrive, SharePoint)
  
• Active Directory & Group Policies
  
• VPN, DNS, DHCP, TCP/IP networking basics
  
• Experience with device management tools: SCCM, Intune, or similar.
  
• Exposure to VDI/Citrix environments is a plus.
  
• Good knowledge of incident, problem, and change management processes (ITIL framework).
  
• Ability to handle pressure and manage multiple priorities.
  
• Excellent communication skills with customer-centric approach.
  

Nice-to-Have Skills

• Knowledge of ServiceNow or other ITSM tools.
  
• Scripting skills (PowerShell, VBScript) for automation.
  
• Experience with mobile device management (MDM) platforms.
  
• Familiarity with cloud services support (Azure AD, M365 Security & Compliance).
  

Education & Certifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
  
• Industry certifications preferred:
  
• ITIL Foundation
  
• Microsoft Certified: Modern Desktop Administrator Associate
  
• Citrix Certified Associate Virtualization (CCA-V)
  
• CompTIA A+ / Network+
  

Key Attributes

• Strong analytical and problem-solving mindset.
  
• Customer-first attitude with ability to support VIP users.
  
• Team player with willingness to collaborate across teams.
  
• Proactive in identifying improvements and preventing incidents.