Desktop EUC Level 1 Support Technician

About the role

The Desktop EUC L1 technician provides on‑site, second‑line support for customers, ensuring hardware and software operate within agreed service levels. The role combines hands‑on troubleshooting with collaboration with subject‑matter experts to resolve network and compute incidents.

Key responsibilities

• Install, upgrade, support and troubleshoot Windows, macOS and authorized desktop applications.
• Maintain and service end‑user hardware such as desktops, laptops, printers, mobile devices, video‑conferencing equipment and other peripherals.
• Perform preventative maintenance on devices and software.
• Provide on‑site hand‑eye assistance to customer or OEM experts during installations, upgrades and issue resolution.
• Take ownership of incidents, conduct analysis, apply temporary or permanent fixes, and escalate when necessary.
• Record and update all requests in the IT service‑desk system with accurate documentation.
• Produce and publish support documentation to enable self‑service for end users.
• Participate in required training to stay current with technology and internal processes.

Required profile

• Strong customer‑service orientation with excellent verbal communication skills.
• Ability to work independently and as part of a motivated team.
• Flexibility to manage changing priorities and attend on‑site assignments.

Required skills

• Good understanding of IT fundamentals: networking, hardware, domains.
• Proficiency with Windows and macOS operating systems.
• Experience with end‑user hardware troubleshooting (desktops, laptops, printers, meeting‑room equipment).
• Knowledge of mobile device support, especially iPhone and BlackBerry.
• Familiarity with Microsoft Office, Lotus Notes and Outlook.
• Experience using an IT service‑desk ticketing system.