What you will do on your journey with WebBeds.

As an End-User Computing (EUC) Engineer (L2), you will play a vital role in supporting our business by ensuring seamless IT operations and exceptional end-user experiences. This mid-level position focuses on proactively identifying, investigating, and resolving technical incidents and problems, with the goal of achieving zero missed service level agreements (SLAs). Your expertise in troubleshooting, system administration, and user support will directly contribute to the success of our IT services and the satisfaction of our end-users.

In this role you will:

As an EUC Engineer (L2), you will be responsible for resolving technical incidents and service requests, ensuring minimal disruption to end-users. You will troubleshoot hardware and software issues, manage inventory, and provide deskside and white-glove support. Additionally, you will contribute to knowledge base content, maintain user guides, and work closely with Service Delivery and L3 Engineers to implement solutions. Your role will also involve supporting Office 365, Azure AD, and other modern workplace tools, ensuring a seamless and secure IT environment.

Key Responsibilities.

• Respond to user requests for service, troubleshoot incidents, and resolve problems promptly.
• Troubleshoot hardware and software issues with laptops, tablets, and other end-user devices.
• Manage day-to-day incidents and service requests using the ITSM tool of record.
• Install and support Microsoft Office applications, Office 365, and other approved software.
• Perform basic PC, network, and mobility troubleshooting.
• Create, edit, and maintain user accounts, permissions, and passwords in Office 365/Azure.
• Collaborate with Service Delivery and L3 Engineers to resolve complex incidents and implement solutions.
• Contribute to the knowledge base by creating and maintaining user guides and documentation.
• Identify opportunities to improve processes and enhance the end-user experience.
• Provide deskside and white-glove support to ensure a high level of service delivery.

The skills we would love to see in your suitcase.

• Diploma or degree in engineering, computer science, or a related field. Certifications such as MCSE or CCNA are a plus.
• Strong knowledge of Microsoft modern workplace tools, Office 365, and Azure AD.
• Experience with Windows 10/11, Active Directory (AD), and Intune.
• Good understanding of network concepts (e.g., TCP/IP, Windows/Mac networking, wireless, Ethernet).
• 1-3 years of experience providing onsite and/or remote technical support in PC and Mac environments.
• ITIL Foundation certification.
• Excellent troubleshooting and problem-solving skills.
• Strong organizational and multitasking abilities with the ability to prioritize tasks effectively.
• Clear communication skills, both verbal and written, for technical and non-technical audiences.
• Professional attitude and demeanour with a focus on delivering exceptional customer service.
• Experience with inventory management and deskside support.
• Basic understanding of group management and administration tasks.
• Ability to work independently or as part of a team in a dynamic environment.
• Strong analytical skills for effective troubleshooting and resolution of technical issues.