Job Title: EUC L3 Engineer
Role Summary
The EUC L3 Engineer is responsible for the design, implementation, and top-tier support of the end-user computing environment. You will act as the final escalation point for complex technical issues that L1 and L2 teams cannot resolve. Your goal is to ensure a seamless, secure, and high-performance digital workspace through automation, proactive monitoring, and infrastructure optimization.
Key Responsibilities
* Level 3 Escalations: Act as the primary technical expert for complex incidents involving Windows/macOS endpoints, virtual desktops (VDI), and enterprise applications.
* Endpoint Management: Design and manage global deployment strategies using tools like Microsoft Intune, SCCM (MECM), or Jamf .
* Infrastructure & Virtualization: Maintain and optimize VDI environments (Citrix, VMware Horizon, or Azure Virtual Desktop).
* Automation & Scripting: Develop PowerShell or Python scripts to automate repetitive tasks, software packaging, and system configurations.
* Identity & Access: Manage Active Directory (AD), Azure AD (Entra ID), Group Policy Objects (GPOs), and Conditional Access policies.
* Patch Management: Oversee the security patching lifecycle for all end-user hardware and software to ensure compliance.
* Root Cause Analysis (RCA): Lead investigations into recurring or major incidents to identify and eliminate systemic issues.
* Mentorship: Provide technical guidance, training, and documentation to L1 and L2 support teams.
Technical Skills & Qualifications
* Operating Systems: Expert-level knowledge of Windows 10/11 and Windows Server; macOS experience is a plus.
* Cloud & Unified Management: Proficiency in Microsoft 365, Intune, and Azure.
* Networking: Strong understanding of TCP/IP, DNS, DHCP, and VPN troubleshooting.
* Security: Experience with Endpoint Detection and Response (EDR) tools (e.g., CrowdStrike, SentinelOne) and disk encryption (BitLocker).
* Certifications (Preferred): * Microsoft Certified: Modern Desktop Administrator Associate.
* ITIL Foundation.
* CompTIA Network+ or Security+.
* Experience: Typically 5+ years in IT support with at least 2 years in a senior or L3 capacity within an enterprise environment.
Soft Skills
* Analytical Thinking: Ability to dissect complex technical problems logically.
* Communication: Capable of explaining technical concepts to non-technical stakeholders and writing clear technical documentation.
* Project Management: Ability to lead small-to-medium EUC projects (e.g., hardware refreshes or OS migrations) while managing daily escalations.
Key Performance Indicators (KPIs)
* SLA Compliance: Resolution of L3 tickets within agreed-upon timeframes.
* System Uptime: Availability of VDI and critical EUC services.
* Automation Rate: Reduction in manual L1/L2 tasks through implemented scripts/tools.
* CSAT: High user satisfaction scores for escalated executive or high-priority support.