Overview
The 2nd Line EUC Support Analyst plays a critical role in maintaining and enhancing the internal IT environment by providing support for corporate and end-user computing systems. This position involves direct interactions with users both onsite and remotely, focusing on troubleshooting and resolving complex technical issues related to Google Workspace, macOS, Microsoft 365, and OKTA. The analyst will collaborate with Level 1 and Level 3 engineers to ensure efficient incident resolution and contribute to ongoing IT projects.
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, including troubleshooting MFA, SSO, and permissions.
Requirements
- Strong commercial experience in a Level 2nd Line Support / EUC engineering role.
- Demonstrable ability to work independently with minimal supervision.
- Strong Windows troubleshooting skills with good macOS troubleshooting experience.
- Experience supporting Microsoft 365 and Google Workspace environments.
- Practical experience with Intune and/or Jamf, and familiar with Entra ID / Active Directory.
- Knowledge of identity, SSO, and MFA issues, specifically with OKTA.
- Understanding of endpoint security and device management principles.
- Strong networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.