Req ID: 371784
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Network End User Specialist to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
Job Description: End User Computing (EUC) Support Engineer – Level 3 (L3)
Position Title
End User Computing (EUC) Support Engineer – Level 3
Location
Flexible / Hybrid / On-site
Employment Type
Full-Time
Experience Level
Senior (5–8+ Years)
Position Summary
We are seeking an experienced L3 End User Computing (EUC) Support Engineer to provide advanced technical support and leadership for enterprise desktop, laptop, mobile device, collaboration, and workplace technologies. This role serves as the highest level of technical escalation for end-user computing issues, responsible for complex troubleshooting, root cause analysis, infrastructure support, automation initiatives, and continuous service improvement.
The ideal candidate possesses strong expertise in Microsoft technologies, endpoint management, virtualization, security controls, and enterprise support operations while working closely with infrastructure, security, networking, and application teams to ensure exceptional end-user experience and operational excellence.
Key Responsibilities
Advanced Technical Support
- Act as the final escalation point (L3) for complex end-user computing incidents and problems.
- Diagnose and resolve advanced hardware, software, operating system, and connectivity issues.
- Perform deep technical troubleshooting across desktops, laptops, virtual desktops, mobile devices, printers, and collaboration platforms.
- Conduct root cause analysis (RCA) for recurring incidents and major outages.
Endpoint Management Administration
- Manage and support enterprise endpoint management platforms.
- Administer device provisioning, configuration, deployment, patching, and lifecycle management.
- Develop and maintain endpoint standards, policies, and configurations.
- Ensure compliance with corporate security and governance requirements.
Microsoft Ecosystem Support
- Support and administer:
- Windows 10/11
- Microsoft 365
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Azure Active Directory / Entra ID
- Intune
- Autopilot
- Troubleshoot identity, authentication, and access-related issues.
Security Compliance
- Support endpoint security technologies including:
- Microsoft Defender
- Endpoint Detection Response (EDR)
- Data Loss Prevention (DLP)
- Encryption solutions
- Collaborate with cybersecurity teams to remediate vulnerabilities and security incidents.
- Ensure compliance with organizational security standards.
Automation Continuous Improvement
- Develop automation scripts using PowerShell and other scripting tools.
- Improve support processes and reduce manual effort through automation.
- Identify opportunities to enhance end-user experience and operational efficiency.
- Participate in technology refresh and workplace modernization initiatives.
Infrastructure Collaboration
- Work closely with Network, Cloud, Security, Infrastructure, and Application teams.
- Support enterprise technologies including:
- Active Directory
- DNS
- DHCP
- VPN
- Remote Access Solutions
- Virtual Desktop Infrastructure (VDI)
- Participate in infrastructure upgrades and migrations.
Knowledge Management
- Create and maintain technical documentation, knowledge articles, SOPs, and troubleshooting guides.
- Mentor L1 and L2 support engineers.
- Lead technical training sessions and knowledge transfer activities.
Incident Problem Management
- Participate in Major Incident Management activities.
- Support Problem Management and Change Management processes.
- Provide technical recommendations for service improvements.
- Ensure SLA and KPI compliance.
Required Qualifications
Education
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
- Equivalent professional experience may be considered.
Experience
- 5–8+ years of experience in End User Computing, Desktop Engineering, or IT Support.
- 3+ years supporting enterprise-scale environments.
- Experience serving as an L3 escalation engineer.
Technical Skills
Operating Systems
- Windows 10/11 Administration
- macOS Support (preferred)
- Mobile Device Management (iOS and Android)
Microsoft Technologies
- Microsoft 365 Administration
- Teams Administration
- Intune
- Autopilot
- Entra ID (Azure AD)
- Exchange Online
- SharePoint Online
- OneDrive
Endpoint Management
- Microsoft Endpoint Manager
- SCCM / MECM
- Intune
- Device Imaging and Deployment
Scripting Automation
- PowerShell
- Windows Automation
- Endpoint Configuration Automation
Security
- Microsoft Defender
- EDR Solutions
- Conditional Access
- MFA
- Endpoint Security Controls
Virtualization
- Citrix
- VMware Horizon
- Azure Virtual Desktop (AVD)
- Remote Desktop Services
Networking Fundamentals
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
Preferred Certifications
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft Certified: Modern Desktop Administrator
- Microsoft Certified: Azure Administrator Associate
- ITIL Foundation Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Citrix Certification (Preferred)
Soft Skills
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management abilities.
- Ability to work under pressure during critical incidents.
- Strong customer service orientation.
- Leadership and mentoring capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Continuous improvement mindset.
Key Performance Indicators (KPIs)
- Incident Resolution Time (MTTR)
- SLA Compliance
- First-Time Resolution Rate
- Major Incident Reduction
- Endpoint Compliance Rate
- Customer Satisfaction (CSAT)
- Automation and Process Improvement Contributions
- Knowledge Base Effectiveness
- Endpoint Security Compliance
Career Path
L1 Service Desk → L2 Desktop Support → L3 EUC Support Engineer → EUC Lead → Workplace Services Manager → Infrastructure Manager / Digital Workplace Manager
This role is ideal for a senior technical professional who combines deep endpoint expertise, enterprise support experience, automation capabilities, and leadership skills to ensure a secure, modern, and highly productive digital workplace environment.
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in RD.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
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