Senior EUC or IT Support Engineer
Provide executive support for devices, troubleshoot Windows and Microsoft 365 issues, manage network connectivity, and ensure operational continuity for senior management.
Skills
About This Role
Executive & VIP Services
- Provision, image, and configure laptops and mobile devices for senior management, ensuring all required applications are pre-installed prior to handoff.
- Provide immediate desk-side and on-site support for senior management issues with direct response within agreed SLA timelines and without ticket queue delays.
- Configure and replace peripherals including keyboards, docking stations, monitors, and related accessories for executive users on demand.
- Enrol, configure, and troubleshoot iOS and Android devices, including setup of Exchange ActiveSync, VPN, MFA/Authenticator, and Intune MDM enrolment.
Infrastructure & End-User Support
- Diagnose and resolve Windows 10/11 endpoint issues including boot failures, performance degradation, driver conflicts, and Windows Update errors.
- Support Microsoft 365 administration activities including sign-in troubleshooting, password resets, account unlocks, MFA registration, licence assignment, and guest access management.
- Troubleshoot Outlook connectivity issues including MAPI/HTTP errors, OST corruption, mailbox permissions, resource calendars, delegate access, mail flow delays, and profile rebuilds.
- Resolve Microsoft Teams issues related to audio/video devices, sign-in loops, guest federation, channel access, and meeting connectivity failures.
- Troubleshoot SharePoint Online access issues, OneDrive sync failures, known folder move configuration, and shared drive shortcut mapping.
- Enrol and manage Windows, macOS, iOS, and Android devices through Intune MDM, including compliance policy validation, conditional access checks, app deployment, and device retirement/wipe activities.
- Install, configure, and troubleshoot local and network printers, including driver installation and updates.
- Deploy approved applications through Intune or manual installation methods while ensuring software and licence compliance.
- Install, configure, and troubleshoot corporate VPN clients and remote connectivity solutions.
Network & Cabling Support
- Perform physical network cable verification and troubleshooting activities.
- Connect, replace, and re-patch network cables at patch panels and user workstations in accordance with cable management standards.
- Enable or disable switch ports, assign VLANs, verify port status, review MAC address tables, and validate speed/duplex settings on managed Layer 2 switches.
- Diagnose network connectivity issues including DHCP failures, duplicate IP conflicts, no-link conditions, and slow network performance.
- Troubleshoot Wi-Fi connectivity issues including SSID association, authentication failures, roaming issues, and IP acquisition problems, escalating controller or access point faults when required.
On-Site Operational Continuity
- Maintain physical presence at office locations during business hours to provide walk-up, desk-side, and proactive floor support.
- Remain available outside standard business hours for critical VIP incidents and escalations from L2/L3 support teams or management.
- Log all support activities accurately within the ITSM platform, ensuring correct categorisation, asset details, user information, and troubleshooting notes.
- Escalate incidents beyond L1 scope with complete diagnostic details, screenshots, logs, reproduction steps, and actions already performed to enable faster L2/L3 resolution.
- Provide proactive communication to end users throughout incident resolution, including acknowledgement, ETA updates, workarounds, and confirmation prior to ticket closure.
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