EUC Engineer

About the Role

The EUC Technician is responsible for delivering high-quality end-user support across the organisation, ensuring that desktop, laptop, mobile, and collaboration technologies are maintained to a high standard. The role will focus on supporting Microsoft and Apple device estates, managing endpoints, and providing excellent customer service through both remote and onsite support.

Core Objectives

• Maintain secure, reliable and well-performing end-user computing services.
• Deliver effective Level 2 and Level 3 support for complex endpoint and workplace technology issues.
• Maintain endpoint compliance through controlled patching, vulnerability remediation and security enforcement.
• Improve device management, software deployment and operational efficiency through standardisation and automation.
• Contribute technical expertise to infrastructure projects and workplace technology change.
• Enhance user productivity through responsive support, clear documentation and continuous improvement.

Key Responsibilities

End User Support

• Provide second-line support for hardware, software, and mobile devices.
• Diagnose and resolve incidents and service requests within agreed SLAs.
• Support users both remotely and on-site across multiple locations.
• Troubleshoot operating system, application, network, and device issues.
• Escalate complex issues to third-line teams where necessary.

Microsoft Endpoint Management

• Manage Windows devices using Manage Engine EPC / Intune.
• Deploy, configure, and maintain endpoint security policies.
• Support device lifecycle management.
• Monitor device compliance and remediate non-compliant devices.
• Deploy applications, updates, and configuration profiles through Intune.
• Assist with endpoint reporting and compliance monitoring.

Apple Device Management

• Configure and support macOS, iPhone, and iPad devices.
• Manage Apple devices through Apple Business Manager and Mobile Device Management (MDM) solutions.
• Support device enrolment, deployment, security policies, and application distribution.
• Troubleshoot hardware and software issues across Apple platforms.
• Provide user guidance and training on Apple technologies.

Microsoft 365 Support

• Support Microsoft 365 applications including:
• Outlook
• Teams
• OneDrive
• Word, Excel, PowerPoint
• SharePoint Online
• Assist with user account administration and access management.
• Support Microsoft Entra ID and related identity services.
• Support Online Exchange administration.
• Support Teams administration.

Device Deployment & Asset Management

• Build, configure, and deploy Windows and Apple devices.
• Manage hardware refresh, replacement, and disposal programmes.
• Maintain accurate asset records and inventory management.
• Ensure device standards and security compliance are maintained.

Security & Compliance

• Adhere to IT security policies and procedures.
• Support endpoint security initiatives and vulnerability remediation activities.
• Assist with audits and compliance requirements.
• Promote security best practices amongst users.

Project & Continuous Improvement

• Participate in migration, deployment, and infrastructure projects.
• Assist with office moves and technology rollouts.
• Create and maintain technical documentation and knowledge articles.
• Identify opportunities to improve EUC services and user experience.

Requirements & Tech Stack

Essential

• Experience supporting Windows 10/11 environments.
• Experience supporting Microsoft 365 applications and services.
• Knowledge of Active Directory and Microsoft Entra ID.
• Knowledge of Online Exchange and Teams.
• Experience with endpoint management platforms such as Microsoft Intune / Manage Engine EPC.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Experience using an IT Service Management tool.
• Full UK driving licence and willingness to travel between sites where required.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP).

Desirable

• Experience with Microsoft Autopilot.
• Knowledge of Configuration Manager (SCCM/MECM).
• Experience supporting mobile devices (iOS and Android).

Key Performance Indicators

• Incident and service request resolution within SLA.
• Customer satisfaction scores.
• Device deployment and project completion targets.
• Asset management accuracy.
• Compliance with security and operational standards.
• Quality and completeness of technical documentation.