Job Description:

Role - 2nd Line EUC Support Engineer

Duration - 6 months with very likely extension

Location - Billinham, onsite 5 days a week

About the Role

We are seeking an experienced EUC Support Engineer to join a major end-user computing transformation programme. You will play a key role in supporting device migrations, application readiness activities, endpoint refresh initiatives, and user onboarding across a complex enterprise environment.

Working as part of a wider deployment and migration team, you will provide Level 2 support to end users, ensuring a smooth transition to new devices, applications, and workplace technologies while maintaining a high standard of customer service.

Key Responsibilities

• Provide Level 2 support for end-user devices and business applications.
• Support device migration, deployment, and onboarding activities.
• Assist with application packaging, readiness assessments, testing, and validation.
• Troubleshoot application compatibility, performance, and user access issues.
• Support software installations, upgrades, and deployment activities.
• Work closely with deployment teams during migration and cutover periods.
• Manage incidents, service requests, and change activities in line with ITIL processes.
• Escalate complex issues to specialist Level 3 teams where required.
• Maintain accurate support documentation, knowledge articles, and ticket updates.
• Assist with endpoint refresh and hardware replacement programmes.
• Coordinate with business users to support testing and user acceptance activities.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Liaise with third-party vendors and support partners as needed.

Required Skills & Experience

• Previous experience in a Level 2 Desktop, EUC, or Application Support role.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting Windows desktop environments within enterprise organisations.
• Knowledge of:
• Windows 10 and Windows 11
• Active Directory
• SCCM / Microsoft Configuration Manager
• Citrix and/or VDI environments
• Microsoft Office 365
• Experience using ServiceNow or similar ITSM platforms.
• Understanding of software deployment and endpoint support processes.
• Ability to manage multiple priorities in a fast-paced project environment.
• Excellent communication and customer-facing skills.

Desirable Experience

• Experience supporting Windows 11 migration projects.
• Device refresh or hardware deployment experience.
• Application testing and validation experience.
• Experience within highly regulated or large-scale enterprise environments.
• ITIL Foundation certification.

GCS is acting as an Employment Business in relation to this vacancy.