IT EUCS Tools - SCOM (Enterprise Technology Services Support)

Job Summary

We are seeking an experienced IT EUCS Tools - SCOM Support Engineer to provide second-level technical support for Enterprise Technology Services (ETS). This role acts as a critical escalation point for complex incidents and service requests, ensuring high service quality, SLA adherence, and effective knowledge sharing across support teams. The position requires strong troubleshooting skills, customer interaction, and hands-on support capabilities in an enterprise IT environment.

Key Responsibilities

• Provide Level 2 support for incoming incidents and service requests from Service Operations.
• Act as an escalation point for incidents and requests unresolved by Level 1 support.
• Build and maintain advanced troubleshooting expertise for ETS-supported services.
• Establish rapport with Service Operations customers and accurately gather problem details.
• Prioritize incidents and requests according to defined processes to meet SLAs.
• Escalate incidents to vendors under existing support contracts and track vendor compliance with SLOs.
• Escalate issues to Level 3 support or Product Engineers when required.
• Share knowledge by training Level 1 and Level 2 colleagues.
• Receive, document, and operationalize knowledge transferred from Level 3 or Product Engineers.
• Develop and maintain knowledge base articles and FAQs for end users and support teams.
• Identify, learn, and support appropriate software and hardware used across the organization.
• Perform hands-on desktop support when remote resolution is not feasible, including:
• Hardware repairs
• Peripheral delivery
• Other on-site fixes as required
• Manage on-site, walk-up support requests for hardware and software.
• Contribute to Transformation initiatives by providing technical insights, contextual knowledge, user trials, and documentation.

Required Skills & Experience

• 6-8+ years of experience in Enterprise IT Support / EUCS environments.
• Strong experience providing Level 2 support across multiple IT service domains.
• Proven ability to troubleshoot complex enterprise technology issues.
• Experience working with incident, request, escalation, and SLA-driven support processes.
• Strong documentation and knowledge management skills.
• Ability to collaborate with vendors, Level 3 engineers, and product teams.

Essential Skills

• End User Compute (EUC)
• Desktop & PC Support
• Telephony Support
• Network Support
• Hybrid Cloud Support
• Service Operations Support
• IT EUCS Tools (SCOM)

Competencies

• Strong customer-facing communication skills
• Analytical and problem-solving mindset
• Ability to work independently and in team environments
• Knowledge-sharing and mentoring capability
• Adaptability in fast-paced enterprise environments