eJAmerica
Website:
ejamerica.com
Job details:
Salary - 12 LPA - 15 LPA
Job Description:
We are seeking an experienced L3 EUC Support Engineer with 10+ years of experience to lead end-user computing support operations. The role involves handling complex escalations, driving service improvements, and ensuring seamless IT support for end users across the organization.
Key Responsibilities:
- Provide expert-level (L3) support for desktops, laptops, peripherals, and enterprise end-user environments
- Act as the final escalation point for complex technical issues unresolved by L1/L2 teams
- Perform deep troubleshooting, root cause analysis (RCA), and implement long-term fixes
- Lead and manage major incidents and critical user issues, ensuring minimal downtime
- Oversee end-to-end device lifecycle management (standardization, imaging, deployment, refresh, decommission)
- Troubleshoot and optimize Windows/Mac OS performance, security, and stability
- Manage and administer endpoint management platforms (Intune, SCCM, MECM)
- Diagnose and resolve advanced networking issues (VPN, LAN/WAN, DNS, DHCP, proxy, connectivity)
- Coordinate with vendors/OEMs for enterprise hardware support and escalations
- Provide VIP/Executive user support with high priority and professionalism
- Ensure strict SLA/KPI compliance and drive continuous service improvements
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Collaborate with Infrastructure, Security, Cloud, and Network teams for cross-functional issue resolution
- Drive automation initiatives using scripting (PowerShell, Shell) to improve efficiency
- Mentor and guide L1/L2 engineers, conduct knowledge sharing sessions
- Participate in audits, compliance, and asset governance processes
- Suggest and implement process improvements and best practices in EUC support
Required Skills:
- 10+ years of experience in End User Computing (EUC) support
- Strong expertise in Windows & Mac OS, system internals, and troubleshooting
- Hands-on experience with Intune, SCCM/MECM, endpoint security tools
- Deep understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, proxy)
- Experience in incident/problem management, RCA, and escalation handling
- Strong knowledge of Active Directory / Azure AD / O365 environment
- Excellent communication, stakeholder, and leadership skills
Good to Have:
- Scripting skills (PowerShell, Python, Bash)
- Experience with ITSM tools (ServiceNow, Remedy, etc.)
- ITIL certification or knowledge
- Exposure to VDI environments (Citrix, VMware Horizon)
Click on Apply to know more.