Support Engineer - EUC

About Position:

We are seeking an experienced Support Engineer EUC (End User Computing) to provide advanced technical support and manage enterprise end-user computing environments. The ideal candidate will possess strong expertise in device management, Microsoft Intune, Windows Autopilot, Office 365, endpoint support, and workplace technologies. This role is responsible for ensuring seamless user experience, supporting endpoint lifecycle management, driving device refresh initiatives, and maintaining secure, compliant, and highly available end-user environments across the organization.

• Role: Support Engineer EUC (End User Computing)
• Location: Hyderabad
• Experience: 6 to 9 Years
• Job Type: Full-Time Employment

What You'll Do:

• Provide advanced technical support and troubleshooting for end-user hardware, software, operating systems, applications, and network-related issues.
• Resolve complex incidents and service requests within agreed SLAs and support standards.
• Act as an escalation point for critical desktop, laptop, mobile device, and application-related issues.
• Collaborate with infrastructure, security, networking, and application teams to resolve enterprise-wide technical challenges.
• Implement and maintain end-user computing solutions aligned with organizational standards and business requirements.
• Support hardware lifecycle management including laptop replacement, refresh programs, and asset management activities.
• Configure and manage Windows Autopilot deployments and Microsoft Intune device enrollment processes.
• Administer endpoint management policies, application deployments, compliance configurations, and device security baselines.
• Perform OS imaging, operating system upgrades, patch management, software deployments, and system maintenance activities.
• Configure and support Office 365 applications, OneDrive, SharePoint, Teams, and related Microsoft productivity tools.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and specialized end-user devices.
• Monitor endpoint health, system performance, and compliance metrics to identify improvement opportunities.
• Conduct root cause analysis for recurring incidents and implement preventive solutions.
• Create and maintain technical documentation, user guides, knowledge articles, and support procedures.
• Deliver end-user training and technology awareness sessions to improve user productivity.
• Support VPN installation, configuration, and troubleshooting for remote and hybrid workforce environments.
• Troubleshoot Wi-Fi, LAN, WAN, and network connectivity issues impacting end-user systems.
• Support mobile device management, MFA configuration, BitLocker encryption, and endpoint security initiatives.
• Coordinate with vendors and third-party service providers for hardware and software support requirements.
• Participate in workplace modernization, migration, and digital transformation initiatives.
• Ensure compliance with IT security policies, governance standards, and operational best practices.

Expertise You'll Bring:

• 6-9 years of experience in End User Computing, Desktop Support, IT Support, or Workplace Services environments.
• Strong expertise in End User Computing operations and enterprise endpoint support.
• Extensive experience with Microsoft Intune administration and endpoint management.
• Hands-on experience with Windows Autopilot deployment and device provisioning.
• Strong knowledge of Windows 10, Windows 11, macOS, and Linux operating systems.
• Experience managing Azure Active Directory, Group Policies, and identity management solutions.
• Knowledge of Virtual Desktop Infrastructure (VDI), Remote Applications, and workplace virtualization technologies.
• Experience with software packaging, application deployment, OS imaging, and patch management activities.
• Strong understanding of Office 365, OneDrive, SharePoint, Microsoft Teams, and related collaboration tools.
• Experience supporting BitLocker encryption, endpoint security, vulnerability remediation, and compliance initiatives.
• Hands-on experience troubleshooting desktops, laptops, printers, peripherals, and specialized devices.
• Knowledge of Mobile Device Management (MDM) and endpoint protection solutions.
• Experience with remote support tools, ticketing systems, and IT service management platforms.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting VPN connectivity and remote workforce technologies.
• Understanding of networking concepts including LAN, WAN, TCP/IP, DNS, DHCP, and wireless connectivity.
• Experience working with virtualization technologies such as VMware and Citrix.
• Familiarity with cloud platforms such as Microsoft Azure and AWS.
• Knowledge of ITIL framework, incident management, problem management, and service delivery best practices.
• Experience mentoring team members and providing technical guidance.
• Strong communication and stakeholder management skills.
• Ability to explain technical concepts effectively to business and non-technical users.
• Strong customer service orientation with a focus on user satisfaction and operational excellence.
• Ability to prioritize multiple activities and work efficiently in a fast-paced enterprise environment.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."