Associate, EUC

The EUC Engineer consistently demonstrates a higher-level understanding of the EUC Engineer role through the ability to troubleshoot and resolve difficult technical problems and tasks.  Due to their senior level ability, comprehension, and understanding of various technical issues, the senior EUC Engineer is a point of escalation for EUC Engineers who have not yet reached their level of technical skills. Through experience, the ideal candidate has not only developed technical skills, but also an in-depth understanding of business needs. As an EUC Senior Engineer, you’ll be responsible for the management of all desktop and laptop systems, including standard image creation and maintenance (physical and virtual), distribution of applications, virus and patch management, and participation in software evaluation and testing

Responsibilities:

• Explains complex troubleshooting steps and resolutions to teammates as required. 
• Shows a thorough understanding of how to use tools and applications in identifying and solving technical issues and trouble tickets.  
• Act as the escalation point for junior-level engineers.
• Maintain/install end user software and hardware: Troubleshoot/resolve issues in a timely manner on Laptops/Desktops/Thin clients/peripheral devices/MS Windows OS/MS Office/ Local and web-based applications.
• Software Administration: Active Directory Users and Computers and Security Group, Citrix and VMWare Horizon, and Microsoft Endpoint Manager.
• Ticket Queue: Monitor and respond to electronic tickets and phone calls from internal and external clients for both trouble and task-oriented issues, and provide clearly written documentation regarding the problem, task, and resolution.
• Other IT Related Support: Routers and switches, AV equipment, Printers, Security Systems and Proximity key card systems/Cable management.  Maintain a clean and orderly IT storage area.
• Administrative tasks: Attend meetings both locally, and via teleconference.  Meet with local vendors and technicians. Maintain asset tracking software with up-to-date data.
• Documentation: Create and collaborate on documentation pertaining to projects, tasks and other business needs.

Additional Responsibilities/Details:  

• Ability to work independently and in a team environment; perform follow through on tasks.
• Ability to maintain software and hardware inventory.
• Ability to multi-task and prioritize/re-prioritize work.
• Ability to keep abreast of the latest developments in hardware and software technologies.
• Strong sense of self-motivation, analytical skills, organization and attention to detail.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Ability to interact with clients in a professional manner over the phone, in person, and in writing.
• Ability to work under pressure, in a fast-paced work environment and support on-site and remote end-users.
• Microsoft Office proficiency.
• Coordinating and maintaining comprehensive physical asset management of technology equipment.
• Collaborating with HR and Purchasing partners to streamline Desktop Management policies and procedure.
• Supporting a remote user base in a multi-location, global environment.
• Driving consistent improvements to raise the quality and efficiency of desktop management service provided to all employees.
• Ensuring internal groups are fully coordinated through hardware and software deployment life cycles.
• Providing technical/personal mentorship and guidance to team members on a regular basis.

Proven ability to work on multiple projects concurrently with ease, maintaining organizational standards across each project

Qualifications:

• Bachelor’s degree required or equivalent experience.

Minimum Experience Requirements:  

• 3-5 years of progressively responsible experience as an EUC Engineer or related role.

Skillset Required:

• Intermediate or above knowledge of:
• Azure AD
• Azure VD
• Citrix
• Horizon
• Scripting and or programming experience (Powershell, C#, Python, etc)
• General IT Troubleshooting

Other Requirements:  

• Advanced knowledge of Windows Server (2008-2019), Windows 7/8/10 and Mac OS.
• Experience with workstation management system and desktop imaging.
• Knowledge of Office 365, Exchange, and Microsoft Endpoint Manager (Intune).
• MCSE certification or equivalent work experience – preferred.
• ITIL V3 certification – preferred.
• Experience with MDM solutions – preferred.
• Experience in a VDI setting – preferred.