The Role
We are seeking a Level 2 EUC Engineer to support within a large-scale enterprise device migration and workplace transformation programme. The role will support business-critical applications during deployment, migration, and post-migration activities, ensuring a smooth user experience and minimal disruption to operations in a highly regulated pharmaceutical GMP environment.
The successful candidate will work closely with Level 3 engineers, EUC teams, infrastructure, networking, AD, Security and project stakeholders to troubleshoot EUC issues, support deployment activities, and assist with application validation across the enterprise environment.
Day-to-day at Ekco
* Provide Level 2 support for EUC devices and applications within a complex IT environment
* Support application readiness and testing activities during device migration deployments
* Assist with troubleshooting application compatibility and user access issues
* Facilitate the onboarding of EUC devices into new environments
* Support software installations, upgrades, and deployment activities
* Work closely with EUC and deployment teams during migration and cutover phases
* Escalate unresolved or complex issues to Level 3 support teams where required
* Support incident, request, and change management processes in line with ITIL standards
* Maintain accurate support documentation, ticket updates, and knowledge base articles
* Assist with application validation following migrations, patching, or updates
* Coordinate with business users to support issue resolution and user acceptance activities
* Monitor recurring issues and contribute to continuous service improvement initiatives
* Support hardware replacement and endpoint refresh activities
* Liaise with third-party vendors and support providers as needed
Requirements
* Experience providing Level 2 EUC and application support within enterprise environments
* Strong troubleshooting and root cause analysis skills
* Experience supporting Windows-based applications and endpoint environments
* Familiarity with Microsoft Windows 10/11
* Familiarity with Active Directory
* Familiarity with SCCM
* Familiarity with Citrix or VDI environments
* Familiarity with Application packaging
* Familiarity with Kiosk Mode and other techniques as required
* Experience using ITSM tools such as ServiceNow or equivalent
* Understanding of software deployment and endpoint support processes
* Ability to manage multiple support requests in fast-paced project environments
* Strong communication and stakeholder engagement skills
Desirable
* Experience in a GMP IT/OT environment
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