EUC level-1 Engineer
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- Set up, install, replace, and troubleshoot laptops, desktops, monitors, docking stations, printers, and other IT peripherals.
- Perform basic Windows 10/11 and macOS login, connectivity, printing, application, and hardware diagnostics.
- Assist with device imaging, provisioning, enrollment, MFA setup, and user profile validation using approved procedures.
- Record asset serial numbers and update inventory/CMDB and service tickets accurately.
- Support office moves, equipment swaps, and standard IT checklists.
- Follow approved SOPs, work instructions, customer policies, and site access requirements.
- Maintain confidentiality and comply with information security, data privacy, and workplace safety requirements.
- Document work performed, test results, timestamps, and any blockers.
- Escalate unresolved technical issues, permissions problems, and complex configurations to the appropriate L2 support team.
- 1-3 years of experience in desktop support, deskside support, IT field services, or service desk support.
- Basic knowledge of Windows 10/11, macOS, and Microsoft 365.
- Familiarity with Active Directory / Microsoft Entra ID and Intune, SCCM, or equivalent tools.
- Basic understanding of TCP/IP, Wi-Fi, hardware troubleshooting, and IT asset management.
- Experience with ticketing systems such as ServiceNow, Odoo, or similar platforms.
- Good communication, documentation, and customer service skills.
- Ability to follow documented procedures and work within the defined L1 support scope.
- Follow customer instructions and approved work procedures at all times.
- Use only authorized credentials, tools, and software.
- Capture required work evidence and complete accurate ticket updates.
- Report security concerns, damaged equipment, safety incidents, and customer-impacting issues promptly.
- Ensure proper handover and escalation when required.
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