End User Computing (EUC) Engineer | Contract

Key Responsibilities

• Provide end-user computing support and technical assistance for enterprise users across desktop, laptop, mobile, and collaboration platforms.
• Deliver production support activities, ensuring timely resolution of incidents, service requests, and technical issues in accordance with agreed service levels.
• Perform troubleshooting and root cause analysis for hardware, software, operating system, network connectivity, and application-related issues.
• Support and maintain Windows-based endpoints within a large-scale enterprise environment.
• Provide support for macOS devices and related applications where required.
• Administer and support Microsoft Office 365 applications, including Outlook, OneDrive, Teams, and other productivity tools.
• Support mobile devices and related technologies, including iOS platforms and applications.
• Manage and maintain user accounts, permissions, and access controls through Active Directory and related identity management systems.
• Support endpoint management activities using Microsoft SCCM and other enterprise device management tools.
• Provide remote support using enterprise remote-access tools such as Bomgar or equivalent platforms.
• Coordinate with internal technology teams and external vendors to facilitate hardware repairs, replacements, and service restoration activities.
• Support incident, request fulfilment, problem management, and change management processes in accordance with IT service management practices.
• Perform system health checks, proactive monitoring, and preventative maintenance activities to improve service reliability.
• Maintain accurate documentation of incidents, requests, solutions, and operational procedures.
• Support regional data centre activities and provide hands-and-feet support when required.
• Participate in technology rollouts, desktop refresh programs, system upgrades, and workplace technology projects.
• Collaborate with global technology teams to support enterprise initiatives and continuous service improvement programs.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 2 years of experience in IT Support, End User Computing, or a related technical support function.
• Experience supporting users within a large-scale enterprise environment.
• Experience supporting Microsoft Office 365 applications, including Outlook, OneDrive, Teams, and related productivity tools.
• Experience supporting macOS devices and applications.
• Experience supporting iOS mobile devices and enterprise mobility solutions.
• Working knowledge of Microsoft Active Directory, user administration, and access management.
• Experience with Microsoft SCCM or equivalent endpoint management platforms.
• Basic understanding of Windows networking concepts and network troubleshooting.
• Experience using ITSM and ticketing platforms, preferably ServiceNow.
• Good understanding of Incident Management, Request Fulfilment, Problem Management, and Change Management processes.
• Excellent customer service orientation and communication skills.