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 registration, and access requests.

Supports authentication, Conditional Access, identity troubleshooting, and best practice implementation.

Hardware & Peripheral Support

Configures and supports standard devices with assistance.

Independently supports desktops, laptops, docking stations, printers, and peripherals.

Leads device lifecycle management and provides technical expertise for hardware standards.

Security & Compliance

Understands and follows security procedures.

Applies security policies and ensures endpoint compliance.

Drives security improvements, remediation activities, and compliance initiatives.

Incident & Problem Management

Resolves straightforward incidents following established procedures.

Effectively prioritises, manages, and resolves incidents within SLA targets.

Identifies trends, performs root cause analysis, and implements preventative measures.

Customer Service

Maintains a professional and helpful approach with users.

Consistently delivers excellent customer service and communication.

Builds solid stakeholder relationships and manages difficult situations effectively.

Documentation & Knowledge Sharing

Updates tickets and documents work completed.

Maintains accurate technical documentation and knowledge articles.

Creates standards, procedures, and documentation that improve team effectiveness.

Teamwork & Collaboration

Works effectively with colleagues when directed.

Collaborates well across IT teams and business functions.

Acts as a mentor and promotes cross-team collaboration and continuous improvement.

Project Support

Assists with device deployments and project activities.

Successfully delivers assigned project tasks with minimal supervision.

Leads workstreams, coordinates deployments, and contributes to project planning.

📌 EUC Engineer (Hyderabad)
🏢 Parseq
📍 Hyderabad