EUC Operations Engineer

Role & responsibilities

Users and devices

• Support Windows and macOS laptops, desktops, mobile devices and peripherals.
• Install, configure, update and troubleshoot operating systems and software.
• Set up, rebuild, repair and track devices from purchase to disposal.
• Support remote and office users across time zones.

Service desk

• Own assigned tickets from logging to closure within agreed service levels.
• Find root causes and turn recurring issues into lasting fixes.
• Escalate clearly, with diagnostic evidence and actions recorded.
• Keep users informed until the issue is resolved.

Access and employee lifecycle

• Complete approved account and access changes for joiners, movers and leavers across business systems.
• Complete requests on time and maintain an audit trail.
• Recover company devices and data when employees leave.
• Support periodic access reviews and complete agreed remediation actions.

Applications

• Administer business and SaaS applications, including users, licences, settings, integrations and vendor support.
• Onboard new applications and retire old applications through the approved change process.

Endpoint and security operations

• Operate patching, software deployment and endpoint-management processes.
• Carry out approved Microsoft 365 user, licence and device administration.
• Support security, network-access and encryption controls on managed devices.
• Follow and help improve security and compliance procedures.

Service improvement

• Turn recurring issues into fixes, knowledge articles or self-service requests.
• Keep support knowledge accurate and current.
• Support and guide junior team members and interns where assigned.
• Contribute to related end-user computing, identity, access and application-support work as priorities evolve.

Deliverables

• Assigned tickets resolved within agreed service levels, with clear records.
• Joiner, mover and leaver requests completed on time, with a complete audit trail.
• Device and application records kept accurate and current.
• Patching and software updates maintained across managed devices.
• Recurring issues reduced through fixes, documentation and self-service.
• Knowledge articles available for common requests and incidents.

Preferred candidate profile

Must have

• At least seven years of end-user support experience across Windows and macOS.
• Hands-on Microsoft 365 user, licence and device administration.
• Experience administering several SaaS applications, including access and licences.
• Experience with service-management and endpoint-management tools such as Jira Service Management, ManageEngine or Intune.
• Experience working in a regulated industry.
• Scripting experience for operational automation, such as PowerShell or Bash.
• Clear written and verbal communication, including with non-technical users.
• Strong ownership and follow-through.