IT EUS Engineer

Job Description:
Job Description
IT EUS Engineer — Support, Lifecycle & Operations
About the team
The Client Services team sits within IT End User Services and runs Ozone, the front door for employee IT support at Omnissa. We look after the employee technology experience across India, Ireland, US and other regions: getting new hires ready on day one, supporting people while they work with us, recovering equipment when they leave, and keeping the devices, vendors and meeting spaces behind it all running smoothly.
About the role
We are looking for a Client Services Engineer to own the operational side of our end user services. You will run IT onboarding and offboarding, resolve escalated (L2) device and end user issues, and manage the procurement, vendor and asset processes that keep our hardware supply and inventory accurate. You will also look after conference room technology so that meetings start and run without friction. You will partner closely with the IT service desk, PX, Sourcing and Finance to keep these processes reliable and well documented. You will also be a visible, in-person presence for employees at our office and the logistics point of contact for our remote workers.
Key responsibilities
Own IT onboarding for new hires — process laptop and peripheral requests in Ozone Depot, prepare and enroll devices in Workspace ONE UEM, and make sure every new hire is ready on day one.
Run IT offboarding — act on exit notifications, coordinate the return of laptops, peripherals and accessories, follow up with former employees across regions, confirm receipt and close every case so that unreturned equipment is never left open.
Work with PX and hiring managers on start dates, exits and device readiness so that employee joiners, movers and leavers are handled smoothly.
Provide logistical support for remote and hybrid employees — shipping laptops, peripherals and replacements to their homes, arranging return shipping or pickup, and tracking shipments across regions until everything has arrived.
Handle escalated (L2) tickets from the IT service desk in Jira Service Management and Slack, owning them through to resolution within SLAs.
Diagnose and resolve complex Windows and macOS issues — such as repeated crashes and BSODs, OS reinstalls, and driver and performance problems — and troubleshoot Workspace ONE UEM enrollment, re-enrollment and compliance issues.
Provide in-person, walk-in support to employees at the office — welcoming them, triaging issues on the spot, resolving what you can at the desk, and handing off to L2 or vendors when needed.
Carry out hands-on hardware troubleshooting on laptops, desktops, docks, monitors and peripherals — running diagnostics, replacing parts and accessories, swapping devices and coordinating warranty repairs.
Raise and track purchase requisitions and purchase orders for laptops, peripherals and accessories in line with approved hardware standards and budgets — obtaining and comparing quotes, supporting periodic purchase planning, and coordinating with Sourcing, Legal and Finance on approvals, statements of work and purchase order closure.
Manage vendors day to day — hardware resellers, OEMs, shipping providers and IT asset disposition (ITAD) partners — tracking delivery performance and SLAs, managing warranty and repair cases (for example with Dell and Apple), arranging secure asset disposition with retained disposal documentation, and providing input to vendor reviews and renewals.
Manage IT assets across their lifecycle — receipt, assignment, reassignment, repair and retirement — keeping inventory records accurate, running periodic audits and reconciliations, managing stock, spares and the loaner pool, tracking warranty and refresh dates, and producing asset and inventory reports for IT leadership and finance.
Support conference room technology — video conferencing systems, displays, cameras, microphones and meeting boards — monitoring room health, responding quickly to meeting-time issues, and coordinating setup, upgrades and repairs with AV vendors and facilities.
Document root causes, fixes and runbooks, maintain knowledge-base articles, and flag recurring issues and process gaps to the team lead.
Required qualifications & skills
Experience in IT service desk or end user support, including L2 troubleshooting, in an enterprise IT environment.
Solid troubleshooting skills on Windows and macOS.
Hands-on hardware troubleshooting and repair experience on laptops, desktops and peripherals.
Working knowledge of device management (MDM/UEM) and device enrollment concepts.
Experience with an ITSM tool, ideally Jira Service Management, and working to SLAs.
Experience with IT procurement — requisitions, purchase orders and quotes — and day-to-day vendor coordination.
Experience with IT asset management — inventory tools or trackers, audits and reconciliation.
Basic troubleshooting of video conferencing and meeting room equipment.
Strong organizational skills, attention to detail and follow-through.
Comfortable providing in-person, walk-in support and communicating clearly with employees face to face.
Clear communication and documentation habits, with a service-minded approach to working with employees at all levels.
Bachelor’s degree or diploma in IT, Computer Science, Engineering or a related field, or equivalent practical experience.
Preferred / nice-to-have
Hands-on experience with Workspace ONE UEM or a similar UEM platform.
Experience running employee onboarding or offboarding IT processes, including asset recovery.
Experience with Zoom Rooms or similar conferencing platforms and AV equipment.
Familiarity with procurement systems and SOW or contract approval workflows.
Exposure to IT asset disposition (ITAD) or e-waste vendor management.
Familiarity with Slack, Zoom and Microsoft 365 administration, and with ITIL / ITSM processes.
Experience supporting a distributed workforce across time zones.
Experience coordinating shipping and logistics for remote or hybrid employees.
What success looks like (first 6–12 months)
New hires receive ready-to-use devices on day one, and offboarding cases are closed with every device accounted for.
L2 escalations are resolved within SLA, with root causes documented so that repeat issues decline.
Walk-in and remote employees get fast resolution, with hardware fixed on the spot and shipments arriving on time.
Procurement, vendor and asset records are accurate and reconciled, giving clear visibility of spend and inventory.
Conference rooms are reliable, with faults caught early and resolved quickly.