Technical Engineer – End User Computing (EUC) L1 Support Engineer

About the role

We are seeking an End User Computing (EUC) L1 Support Engineer to deliver first‑line technical assistance to our end users. You will be responsible for diagnosing and resolving hardware, software, and network issues while maintaining high service quality and meeting SLA targets.

Key responsibilities

• Provide Level 1 support for desktops, laptops, printers and peripheral devices.
• Troubleshoot hardware, software and operating system problems.
• Install, configure and maintain Windows 10/11 environments.
• Support Microsoft 365 applications such as Outlook, Teams, Word, Excel and OneDrive.
• Create, modify and manage user accounts in Active Directory, including password resets and permission changes.
• Diagnose network connectivity issues (LAN, Wi‑Fi, VPN, DNS, TCP/IP).
• Perform software installations, upgrades and security patching.
• Configure and troubleshoot printers, scanners and other end‑user devices.
• Support mobile devices and basic Microsoft Intune/MDM tasks.
• Log, track and resolve incidents using ITSM tools (ServiceNow, Jira, Remedy).
• Escalate unresolved issues to L2/L3 teams when needed.
• Execute desktop imaging, device deployment and hardware replacement.
• Assist with onboarding and off‑boarding activities.
• Provide remote assistance via Remote Desktop, TeamViewer, AnyDesk or Microsoft Quick Assist.
• Maintain documentation and update the knowledge base.
• Ensure compliance with IT security policies.

Required profile

• Bachelor's degree or diploma in Computer Science, IT or a related field.
• 1–3 years of experience in IT Helpdesk, Service Desk or End‑User Support.
• ITIL Foundation certification (preferred).
• Microsoft certifications (preferred).

Required skills

• Windows 10/11 Administration
• Microsoft 365 (Office 365) support
• Active Directory management
• Outlook & Exchange Online
• Basic Azure AD / Microsoft Entra ID
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Printer & peripheral support
• Remote support tools (Remote Desktop, TeamViewer, AnyDesk, Quick Assist)
• ServiceNow or other ITSM platforms
• Hardware troubleshooting
• Software installation & configuration
• Endpoint support
• Basic PowerShell knowledge (preferred)