Support Lead - EUC

Persistent Systems · India

About Position:

We are seeking an experienced Support Lead EUC (End User Computing) to lead and manage enterprise end-user computing support services across the organization. The ideal candidate will have strong expertise in endpoint management, workplace support, Microsoft Intune, Office 365, and modern device management technologies. This role requires a customer-focused leader who can drive operational excellence, improve user experience, manage escalations, and support workplace transformation initiatives in a fast-paced enterprise environment.

• Role: Support Lead EUC (End User Computing)
• Location: Hyderabad
• Experience: 8 to 12 Years
• Job Type: Full-Time Employment

What You'll Do:

• Provide advanced technical support and troubleshooting for end-user hardware, software, operating systems, applications, and network-related issues.
• Resolve complex incidents, service requests, and escalations within agreed service levels.
• Act as the primary escalation point for critical technical issues and major incidents affecting end users.
• Collaborate with infrastructure, security, network, and application teams to resolve enterprise-wide technical challenges.
• Manage end-user computing environments including desktops, laptops, mobile devices, printers, and peripherals.
• Administer and support endpoint management platforms including Microsoft Intune and related device management solutions.
• Support and maintain Office 365 services, collaboration tools, and productivity platforms.
• Monitor endpoint performance, service quality, and user experience metrics to identify improvement opportunities.
• Conduct root cause analysis for recurring issues and implement preventive and corrective actions.
• Manage software deployments, operating system upgrades, patch management, and endpoint compliance initiatives.
• Develop and maintain technical documentation, support procedures, knowledge articles, and user guides.
• Deliver user training sessions and promote technology awareness programs across business units.
• Ensure compliance with organizational IT policies, security standards, and operational best practices.
• Participate in workplace modernization, digital transformation, migration, and technology refresh projects.
• Coordinate with vendors and third-party service providers to resolve technical issues and improve service delivery.
• Drive continuous service improvement initiatives to enhance operational efficiency and end-user satisfaction.
• Stay updated with emerging EUC technologies, workplace trends, and industry best practices.
• Mentor junior support engineers and provide technical leadership across support operations.

Expertise You'll Bring:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8-12 years of experience in End User Computing, Desktop Support, IT Support, Service Desk, or Workplace Technology environments.
• Strong expertise in troubleshooting and supporting Windows, macOS, and Linux operating systems.
• Hands-on experience with enterprise desktop management, endpoint support, and workplace technologies.
• Strong experience administering and supporting Microsoft Intune environments.
• Experience managing mobile device management (MDM) and mobile application management (MAM) solutions.
• Strong knowledge of Office 365 administration, troubleshooting, and end-user support.
• Experience working with remote support tools, ticketing systems, and IT service management platforms.
• Solid understanding of hardware, software, networking, and endpoint technologies.
• Knowledge of Active Directory, Group Policy, user administration, and identity management concepts.
• Experience managing incident, problem, change, and service request management processes.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience supporting endpoint security, compliance management, and device governance initiatives.
• Exposure to virtualization technologies such as VMware, Citrix, or Virtual Desktop Infrastructure (VDI).
• Familiarity with cloud platforms including Microsoft Azure and AWS.
• Experience with software packaging, deployment, patching, and endpoint lifecycle management.
• Knowledge of ITIL framework and IT service management best practices.
• Ability to communicate technical information effectively to non-technical users and business stakeholders.
• Strong customer service orientation with a focus on user experience and service excellence.
• Experience mentoring team members and providing technical guidance.
• Ability to manage multiple priorities and work effectively in a dynamic environment.
• Exposure to automation and scripting using PowerShell or similar technologies.
• Strong verbal and written communication skills.
• Commitment to continuous learning and adoption of new workplace technologies.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."