End User Support Engineer

Summary:

The End User Services (EUS) Engineer provides advanced desktop support, endpoint management, and global operational support for corporate team members. This role serves as a Tier 2/Tier 3 escalation resource, manages endpoint technologies, supports Microsoft 365 services, and helps ensure a secure and reliable end-user experience.

Responsibilities:

• Provide Tier 2/Tier 3 support for hardware, software, and end-user technology issues.
• Deploy and manage large-scale software rollouts and enterprise hardware solutions using configuration management tools (e.g., SCCM, Intune, AutoPilot, JamF, ABM).
• Support Microsoft technologies such as Windows OS, Active Directory, Exchange, Office 365, and Intune, as well as exposure to cloud platforms like Azure and AWS.
• Deploy system upgrades, patch management, configuration changes, and maintain standard device image policies.
• Document solutions, processes, and best practices for knowledge sharing and compliance.
• Collaborate with peers to ensure seamless escalation, alignment, and integration of desktop support services.
• Maintain relationships with technology vendors and suppliers.
• Anticipate inventory needs through forecasting and leading desktop support initiatives and projects.
• Ensure information security by understanding risks and implementing preventative measures.
• Maintain extensive knowledge of hardware (Dell, Lenovo, HP, Apple, etc.), operating systems (Windows 10, Apple OS, Android), virtualization platforms (VMWare, Hyper-V, Citrix), and enterprise software (Outlook, Teams, SharePoint, OneDrive, ServiceNow, etc.).
• Participate in endpoint management projects and continuous improvement initiatives.
• Follow company security standards and support compliance requirements.

Requirements:

• 3 years’ experience
• Proven experience supporting user populations in enterprise environments.
• Endpoint management experience
• Enterprise support experience

Required Skills:

• 3 years’ experience in supporting user populations in enterprise environments.
• Experience in endpoint management and enterprise support.

Preferred Skills:

• Associate’s degree in computer science or related fields.
• MS Administrator experience and certifications.
• Network experience or exposure.
• 5 or more years of industry experience.