EUC Engineer

Role Overview
The EUC Technician is responsible for delivering high-quality end-user support across the organisation, ensuring that desktop, laptop, mobile, and collaboration technologies are maintained to a high standard. The role will focus on supporting Microsoft and Apple device estates, managing endpoints, and providing excellent customer service through both remote and onsite support.
Core Objectives
· Maintain secure, reliable and well-performing end-user computing services.
· Deliver effective Level 2 and Level 3 support for complex endpoint and workplace technology issues.
· Maintain endpoint compliance through controlled patching, vulnerability remediation and security enforcement.
· Improve device management, software deployment and operational efficiency through standardisation and automation.
· Contribute technical expertise to infrastructure projects and workplace technology change.
· Enhance user productivity through responsive support, clear documentation and continuous improvement.
Key Responsibilities
End User Support
· Provide second-line support for hardware, software, and mobile devices.
· Diagnose and resolve incidents and service requests within agreed SLAs.
· Support users both remotely and on-site across multiple locations.
· Troubleshoot operating system, application, network, and device issues.
· Escalate complex issues to third-line teams where necessary.
Microsoft Endpoint Management
· Manage Windows devices using Manage Engine EPC / Intune.
· Deploy, configure, and maintain endpoint security policies.
· Supporting device lifecycle management.
· Monitor device compliance and remediate non-compliant devices.
· Deploy applications, updates, and configuration profiles through Intune.
· Assist with endpoint reporting and compliance monitoring.
Apple Device Management
· Configure and support macOS, iPhone, and iPad devices.
· Manage Apple devices through Apple Business Manager and Mobile Device Management (MDM) solutions.
· Support device enrolment, deployment, security policies, and application distribution.
· Troubleshoot hardware and software issues across Apple platforms.
· Provide user guidance and training on Apple technologies.
Microsoft 365 Support
· Support Microsoft 365 applications including:
o Outlook
o Teams
o OneDrive
o Word, Excel, PowerPoint
o SharePoint Online
· Assist with user account administration and access management.
· Support Microsoft Entra ID and related identity services.
· Support Online Exchange administration.
· Support Teams administration.
Device Deployment & Asset Management
· Build, configure, and deploy Windows and Apple devices.
· Manage hardware refresh, replacement, and disposal programmes.
· Maintain accurate asset records and inventory management.
· Ensure device standards and security compliance are maintained.
Security & Compliance
· Adhere to IT security policies and procedures.
· Support endpoint security initiatives and vulnerability remediation activities.
· Assist with audits and compliance requirements.
· Promote security best practices amongst users.
Project & Continuous Improvement
· Participate in migration, deployment, and infrastructure projects.
· Assist with office moves and technology rollouts.
· Create and maintain technical documentation and knowledge articles.
· Identify opportunities to improve EUC services and user experience.
Skills & Experience
Essential
· Experience supporting Windows 10/11 environments.
· Experience supporting Microsoft 365 applications and services.
· Knowledge of Active Directory and Microsoft Entra ID.
· Knowledge of Online Exchange and Teams.
· Experience with endpoint management platforms such as Microsoft Intune / Manage Engine EPC.
· Strong troubleshooting and problem-solving skills.
· Excellent customer service and communication skills.
· Experience using an IT Service Management tool.
· Full UK driving licence and willingness to travel between sites where required.
· Understanding of networking fundamentals (DNS, DHCP, TCP/IP).
·
Desirable
· Experience with Microsoft Autopilot.
· Knowledge of Configuration Manager (SCCM/MECM).
· Experience supporting mobile devices (iOS and Android).
Key Performance Indicators
· Incident and service request resolution within SLA.
· Customer satisfaction scores.
· Device deployment and project completion targets.
· Asset management accuracy.
· Compliance with security and operational standards.
· Quality and completeness of technical documentation.
Appendix A - Competency Rubric
Competency
Developing
Proficient
Advanced
Windows Device Support
Supports common Windows 10/11 issues with guidance.
Independently diagnoses and resolves most desktop and laptop issues.
Acts as a subject matter expert, performs root cause analysis, and mentor’s others.
Microsoft Intune
Basic understanding of device enrolment, compliance, and application deployment.
Manages devices, compliance policies, configuration profiles, and application deployments independently.
Designs and implements Intune solutions, Autopilot deployments, security baselines, and reporting.
Apple Device Management
Supports basic macOS and iOS incidents.
Manages Apple devices through Apple Business Manager and MDM solutions.
Leads Apple device strategy, integrations, and large-scale deployments.
Microsoft 365 Support
Resolves common Outlook, Teams, and OneDrive issues.
Supports Microsoft 365 services and performs user administration confidently.
Troubleshoots complex issues across Microsoft 365 services and identity platforms.
Microsoft Entra ID / Active Directory
Performs routine account administration tasks.
Manages groups, permissions, device registrati

Work arrangement
No