EUC L2 Professional

EUC L2

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, mobiledevices, and productivity applications. The role involves resolving
escalated incidents from L1, managing complex technical issues, and workingclosely with infrastructure/application teams to maintain a secure andefficient 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.