EUC L1/L2 – IT Support Engineer (Desktop & End-User Support)

Job Description

Key Responsibilities

• Incident management:
• Receiving and logging user support requests, troubleshooting basic hardware and software issues, and resolving them within defined service level agreements (SLAs).
• Desktop support:
• Installing, configuring, and maintaining desktop operating systems, applications, and peripherals like printers.
• Hardware & Peripheral Management: Onsite and remote troubleshooting of laptops, desktops, tablets, and peripherals (printers, scanners, AV/VC setups).
• Operating System Administration: Installation, configuration, and patching of Windows (10/11) and macOS.
• IMAC Services:
• Managing Installations, Moves, Adds, and Changes, such as setting up workstations for new hires or relocating IT equipment.
• Troubleshooting common issues:
• Addressing problems with network connectivity, password resets, application crashes, and basic hardware malfunctions.
• Account Administration:
• Managing user accounts and permissions
• Remote support
• Providing technical assistance to users remotely through ticketing systems and remote desktop tools.
• User training:
• Guiding users on basic computer operations and troubleshooting steps.
• Asset management:
• Tracking and updating information on desktop devices, including hardware inventory and software licenses.
• Security compliance:
• Ensuring user desktops adhere to company security policies and standards
• Escalation:
• Identifying complex issues that require further analysis and escalating them to the appropriate next Level support teams.
• Required skills :
• Windows & macOS: Expert-level knowledge in OS troubleshooting, performance tuning, and crash/BSOD analysis.
• iOS Support: Configuration of corporate apps, profiles, and troubleshooting connectivity or security compliance on mobile devices.
• Endpoint Tools: Proficiency with management tools
• Software Suites: Advanced support for Microsoft 365 (Outlook, Teams, OneDrive) and other standard productivity tools.
• Networking: Strong understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Basic technical knowledge:
• Understanding of Windows operating systems, common office applications, network fundamentals, and basic hardware troubleshooting.
• Customer service skills:
• Excellent communication and interpersonal skills to interact effectively with users at all levels.
• Problem-solving abilities:
• Ability to diagnose and resolve issues by following established procedures and troubleshooting guides.
• Ticketing system proficiency:
• Familiarity with ticketing tools to log, track, and update support requests.
• Attention to detail:
• Ensuring accurate documentation of user issues and resolutions.

Qualification

• Experience: Typically 3–5+ years in a technical support or desktop support role.
• Education: Bachelor’s degree/Diploma in IT, Computer Science, or a related field.
• Certifications: ITIL Foundation, CompTIA A+/Network+, and platform-specific credentials (e.g., Microsoft 365 Certified, Apple Certified Support Professional)