IT Support Engineer (EUC L1) – End User Support

About the role

We are looking for a hands‑on, detail‑oriented EUC L1 Support Technician to join our IT Infrastructure team. You will be the face of IT, delivering on‑site and remote technical assistance to end‑users while ensuring high satisfaction through prompt ticket resolution.

Key responsibilities

• Perform IMAC services: install, move, add, and change IT equipment such as desktops, laptops, monitors, docking stations, and IP phones.
• Troubleshoot and repair hardware faults on laptops, desktops, printers, and peripherals; provide Level 1 support for Windows 10/11, macOS, and Microsoft 365 applications.
• Coordinate warranty repairs with vendors (Dell, HP, Lenovo) and manage asset lifecycle, including inventory tracking and secure data wiping.
• Log, track, and resolve incidents and service requests within SLA using ticketing tools like ServiceNow, Jira, or Remedy.

Required profile

• Excellent verbal and written communication with a user‑first mindset.
• Strong problem‑solving abilities and the capacity to think quickly under pressure.
• Physical ability to lift equipment up to 40 lb and work in confined spaces for cabling and deployment.

Required skills

• Hardware knowledge of PCs, laptops, monitors, docking stations, keyboards, and mice.
• Proficiency with Windows 10/11; basic macOS familiarity.
• Experience supporting Microsoft 365 suite, Outlook, Teams, and VPN clients.
• Basic Active Directory user management (password resets).
• Familiarity with ticketing systems (ServiceNow, Jira, Remedy).
• Fundamental networking concepts: TCP/IP, Wi‑Fi configuration, patch panels, Cat5e/Cat6 cabling.
• Ability to perform hardware upgrades (RAM, SSD) and software installations.