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

Job description

We are looking for an EUC L1/L2, IT Support Engineer position focused on assisting end users for resolving day to day IT issues, application installation, troubleshooting simple hardware problems, and answering general technical questions; essentially the immediate point of contact for user technical support

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 35+ 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)