Overview
The 2nd Line EUC Support Analyst will provide specialized support within the client's IT environment, focusing on end-user computing systems. This role demands a proactive technician who can effectively resolve complex technical issues both remotely and through deskside support, predominantly involving Google Workspace, macOS, Microsoft 365, and OKTA identity access management. The successful candidate will collaborate closely with both Level 1 and Level 3 engineers to ensure efficient incident resolution and enhance operational processes.
Responsibilities
- Take ownership of escalated incidents and service requests from the Level 1 Service Desk.
- Diagnose and resolve complex Windows, macOS, and end-user technology issues.
- Support users across corporate offices and remote locations.
- Troubleshoot hardware, applications, peripherals, and connectivity issues.
- Identify recurring incidents and collaborate to eliminate root causes.
- Escalate issues appropriately to Level 3 engineers or third-party suppliers.
- Maintain accurate ticket records, technical notes, and knowledge articles.
- Support identity and access issues, such as troubleshooting MFA, SSO, and permissions.
Requirements
- Strong commercial experience in a Level 2 Support / EUC engineering role.
- Demonstrable ability to work independently with minimal supervision.
- Strong Windows troubleshooting skills alongside good macOS troubleshooting experience.
- Experience supporting Microsoft 365 & Google Workspace environments.
- Practical experience with Intune and/or Jamf.
- Experience with Entra ID / Active Directory and troubleshooting identity, SSO, and MFA issues with good knowledge of OKTA.
- Strong understanding of endpoint security and device management.
- Solid networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.