Desktop Specialist

Job Title: EUC L3 Engineer

Role Summary

The EUC L3 Engineer is responsible for the design, implementation, and top‑tier support of the end‑user computing environment. You will act as the final escalation point for complex technical issues that L1 and L2 teams cannot resolve. Your goal is to ensure a seamless, secure, and high‑performance digital workspace through automation, proactive monitoring, and infrastructure optimization.

Key Responsibilities

• Level 3 Escalations: Act as the primary technical expert for complex incidents involving Windows/macOS endpoints, virtual desktops (VDI), and enterprise applications.
• Endpoint Management: Design and manage global deployment strategies using tools like Microsoft Intune , SCCM (MECM) , or Jamf .
• Infrastructure & Virtualization: Maintain and optimize VDI environments (Citrix, VMware Horizon, or Azure Virtual Desktop).
• Automation & Scripting: Develop PowerShell or Python scripts to automate repetitive tasks, software packaging, and system configurations.
• Identity & Access: Manage Active Directory (AD) , Azure AD (Entra ID), Group Policy Objects (GPOs), and Conditional Access policies.
• Patch Management: Oversee the security patching lifecycle for all end‑user hardware and software to ensure compliance.
• Root Cause Analysis (RCA): Lead investigations into recurring or major incidents to identify and eliminate systemic issues.
• Mentorship: Provide technical guidance, training, and documentation to L1 and L2 support teams.

Technical Skills & Qualifications

• Operating Systems: Expert‑level knowledge of Windows 10/11 and Windows Server; macOS experience is a plus.
• Cloud & Unified Management: Proficiency in Microsoft 365, Intune, and Azure.
• Networking: Strong understanding of TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Security: Experience with Endpoint Detection and Response (EDR) tools (e.g., CrowdStrike, SentinelOne) and disk encryption (BitLocker).
• Certifications (Preferred): Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation.
• CompTIA Network+ or Security+.
• Experience: Typically 5+ years in IT support with at least 2 years in a senior or L3 capacity within an enterprise environment.

Soft Skills

• Analytical Thinking: Ability to dissect complex technical problems logically.
• Communication: Capable of explaining technical concepts to non‑technical stakeholders and writing clear technical documentation.
• Project Management: Ability to lead small‑to‑medium EUC projects (e.g., hardware refreshes or OS migrations) while managing daily escalations.

Key Performance Indicators (KPIs)

• SLA Compliance: Resolution of L3 tickets within agreed‑upon timeframes.
• System Uptime: Availability of VDI and critical EUC services.
• Automation Rate: Reduction in manual L1/L2 tasks through implemented scripts/tools.
• CSAT: High user satisfaction scores for escalated executive or high‑priority support.