Position Title: L1 EUC Engineer
Key Responsibilities:
- Provide work guidance or orientation for non-routine procedures, complex issues, and implementation.
- Configure, install, and secure computer hardware, software, servers, and peripherals.
- Offer Level 2 and Level 3 support for IT applications, products, and services.
- Troubleshoot and resolve technical issues related to EUC (End User Computing) devices and peripherals.
- Implement and maintain EUC technologies and systems.
- Provide incident and problem management services for EUC devices and peripherals.
- Coordinate with third-party vendors to resolve hardware problems as required.
- Install and test replacement spare parts.
- Perform PC reimaging and hardware repairs (shell swaps) in response to non-functional and damaged machines.
- Provide hands and feet support for server, storage, backup, and network equipment under the guidance of the customer’s technical team.
- Analyze and investigate issues with a structured approach to problem-solving.
- Offer end-user training on new installations and answer "how-to" questions.
- Assist end users via telephone and email with a wide range of questions, problems, and requests.
- Monitor and track incidents and trouble calls in the ticketing system in support of the incident and problem management process, recognizing high-priority tickets and taking action within the expected response time.
- Update all assigned tickets, capturing troubleshooting activities and resolutions.
- Resolve escalations from the IT Service Desk and handle client support requests, taking ownership of product issues and ensuring closure is achieved.
- Plan, create, and deploy security and device management policies.
- Set up and configure PCs for employees (new, reassigned, or reimaged).
- Log incidents with hardware vendors, request replacement components, and coordinate onsite support for equipment repairs.
- Maintain closet inventory and inventory accuracy.
- Work with other IT teams to provide resolution for customers as required.
- Handle service requests, including picking up surrendered hardware and processing reassigns (PC reimage).
- Deliver and/or ship PC and peripheral orders.
Requirements:
- 1-3 years of experience in troubleshooting and problem resolution for all EUC devices.
- Experience in troubleshooting and break/fix of End User Computing hardware and software.
- Knowledge of Active Directory.
- Experience supporting Windows-based environments to desktop level, with an emphasis on Win 7 OS/Office 2010, as well as Win 10 and O365 support.
- Support of mobile devices and video conferencing units.
- Experience troubleshooting basic application issues and performing deeper diagnostics under direction from remote teams.
- Microsoft Certified System Administrator in XP/Win 7/Win 10 is preferred, but not mandatory.
- Excellent customer service and communication skills, including providing VIP support.
- Proven ability to work in fast-paced and constantly changing environments, up to the executive management level.
Desired Requirements:
- Excellent written and verbal communication and customer service skills, with a proven ability to work in fast-paced environments.
- Commercial experience in an IT support technician role, with 2+ years of technical support experience in a hybrid Windows and MAC environment.
- Experience working with helpdesk operations, including Windows and Mac clients.
- Self-starter able to collaborate actively with others in a cross-functional team.
- Proven attention to detail and high standards for quality.
Duties & Responsibilities:
- Providing end-user training on new installations and answering "how-to" questions.
- Assisting end users via telephone and email with a wide range of questions, problems, and requests.
- Monitoring and tracking incidents and trouble calls in the ticketing system, supporting the incident and problem management process, recognizing high-priority tickets, and taking action within the expected response time.
- Updating all assigned tickets, capturing troubleshooting activities and resolutions.
- Resolving escalations from the IT Service Desk and handling client support requests, taking ownership of product issues, and ensuring closure is achieved.
- Planning, creating, and deploying security and device management policies.
- Setting up and configuring PCs for employees (new, reassigned, or reimaged).
- Logging incidents with hardware vendors, requesting replacement components, and coordinating onsite support for equipment repairs.
- Maintaining closet inventory and inventory accuracy.
- Working with other IT teams to provide resolution for customers as required.
- Handling service requests, including picking up surrendered hardware and processing reassigns (PC reimage).
- Delivering and/or shipping PC and peripheral orders.
Job Types: Full-time, Temporary, Contract
Contract length: 12 months
Pay: $3,500.00 per month
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person