EUC Engineer at Collinson

Purpose of the job

• The EUC Infrastructure Support Engineer provides advanced technical support to internal users, serving as a key escalation point from the Service Desk and delivering walk-up assistance for local users.
• This role supports a modern enterprise IT environment across Windows, macOS, and mobile platforms, ensuring a seamless, secure, and high-quality technology experiences for employees globally.
• The ideal candidate has deep knowledge of enterprise device management, modern endpoint security, and an exceptional customer service mindset.

Key Responsibilities

• Act as the primary escalation point for complex technical issues raised by the Service Desk.
• Deliver high-touch, in-person support for walk-up users, including troubleshooting hardware/software and resolving user experience issues.
• Ensure PLA’s are met with the CISO team, OLA’s are met with the Service Desk and other internal departments
• Provide expert support for Windows 11 Enterprise, macOS, iOS, and Android platforms.
• Support and manage devices via Microsoft Intune, Autopilot, JAMF, and PDQ.
• Troubleshoot and support endpoint protection and cybersecurity tools such as Crowdstrike, Microsoft Defender, Zscaler, and Rapid7.
• Assist with device provisioning, imaging, and deployment using Autopilot and JAMF workflows.
• Provide secure and compliant support aligned with IT security best practices and organizational policies.
• Partner with other GBS teams to address recurring technical issues and drive service improvement.
• Maintain accurate records of assets, incidents, resolutions, and user interactions in the ITSM system.
• Contribute to documentation, SOPs, and knowledge base articles for global use.
• Support employee onboarding/offboarding by provisioning devices, configuring user profiles, and ensuring access readiness.
• Identify opportunities to streamline support processes and improve service delivery.
• Participate in after-hours or weekend support as needed during critical deployments or escalations.

Knowledge, skills and experience required

• 3+ years in an End User Computing, IT Support, or Desktop Support Engineer role (Level 2 or 3).
• Strong expertise in Windows 11 Enterprise and macOS environments.

Hands-on experience with:

• Microsoft Intune and Autopilot
• JAMF (macOS device management)
• PDQ Deploy
• Crowdstrike, Microsoft Defender, Zscaler, Rapid7
• iOS and Android mobile device configuration and support 
• Familiarity with ITSM platforms (Fresh Service and Service Now preferred). 
• Understanding of endpoint security principles, including MFA, encryption, DLP, and threat detection. Preferred Qualifications 
• ITIL Foundation certification or experience in an ITIL-based environment. 
• CompTIA A+, Microsoft, or Apple certifications. 
• Experience working in a hybrid enterprise or global IT support team. 
• Exposure to zero trust, identity management, and mobile device security frameworks.

Person Specification

• Excellent customer service and communication skills—able to engage effectively with technical and non- technical users.
• Strong attention to detail, analytical thinking, and documentation skills.