Job Description
Role: EUC / Desktop Support Engineer (Onsite)
Key Responsibilities
- Provide on-site End User Computing (EUC) support at locations agreed between Wipro and end client.
- Deliver field-based desktop support to end users, including VIP and senior stakeholders, ensuring a high level of customer satisfaction.
- Log, categorise, and validate incidents and service requests accurately within the ITSM tool.
- Perform first-line and second-line EUC troubleshooting, aiming for high first-time-fix rates.
- Route and re-route tickets to the appropriate resolver groups in line with agreed processes.
- Escalate unresolved tickets in accordance with CBL escalation procedures and SLAs.
- Participate in onsite meetings with the Wipro Field Services Lead as required.
- Support and take part in regular operational and corporate IT drills conducted by CBL.
- Ensure clear documentation, ticket updates, and handovers are maintained.
Required EUC / Desktop Support Skills
- Strong hands-on experience supporting Windows 11 desktops and laptops.
- Experience with hardware diagnostics, break/fix, device swaps, and peripheral support (monitors, docks, keyboards, printers).
- Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, Office).
- Working knowledge of Active Directory / Entra ID (user accounts, groups, access issues).
- Expertise with Intune / Endpoint Manager for device compliance and Autopilot, Laptop Build management. PowerShell Scripting
- Experience troubleshooting VPN, MFA, and network connectivity issues (LAN/Wi‑Fi).
- Printer and scanner support experience, including onsite configuration.
- Strong communication and customer service skills, particularly when supporting VIP users.
- Understanding of ITIL-based incident and service request management.
Good to Have
- Experience using Nexthink for endpoint analytics, device health monitoring, and proactive troubleshooting.
- Ability to interpret Nexthink insights to identify root causes and performance issues affecting end-user experience.