End User Support Specialist

EUC L1 Support Engineer

Location : Ba Đình district, Hanoi, Vietnam

Contract : B2B Freelance

Engagement : Dedicated Support

Working Hours : 8:00 AM – 4:00 PM

Support Coverage : 24/7 Support Rotation

Compensation : USD 800 / Month

About the Role

We are looking for a reliable and customer-focused EUC L1 Support Engineer to join our technical support team in Badinh District.

You will be responsible for providing first-line technical support to end users, resolving day-to-day IT issues, maintaining a high level of service quality, and ensuring incidents are handled within agreed SLAs.

This is a dedicated B2B freelance opportunity suited for an IT professional with strong troubleshooting skills and hands-on experience in Desktop Support / EUC / Service Desk environments.

What You'll Do

Provide professional L1 End User Computing and Desktop Support.

Troubleshoot Windows 10/11, laptops, desktops, applications, and peripherals.

Resolve Microsoft 365 / Office 365-related issues.

Troubleshoot basic LAN, Wi-Fi, VPN, TCP/IP, and connectivity issues.

Perform basic Active Directory administration and user support.

Handle password resets, account lockouts, and access-related incidents.

Configure and troubleshoot laptops, monitors, docking stations, printers, and other IT peripherals.

Install, configure, and troubleshoot standard software and hardware.

Monitor and manage incidents through the ITSM/ticketing platform.

Maintain accurate ticket documentation and resolution notes.

Escalate complex incidents to L2/L3 teams when required.

Ensure timely resolution of incidents in line with agreed SLAs and KPIs.

Provide excellent communication and customer service to end users.

Support scheduled 24/7 operational coverage when required.

Technical Skills

Must Have:

Windows 10/11

Desktop & Laptop Troubleshooting

Microsoft 365 / Office 365

Active Directory

Microsoft Intune

Hardware & Peripheral Support

Basic Networking & TCP/IP

VPN & Wi-Fi Troubleshooting

ITSM / Ticketing Systems

Remote Support Tools

Good to Have:

Microsoft Intune

SCCM / MECM

BitLocker

Azure AD / Entra ID

ServiceNow or similar ITSM platforms

Candidate Profile

We are looking for someone who is:

Experienced in EUC, Desktop Support, Service Desk, or IT Support.

Comfortable working directly with end users.

Strong in technical troubleshooting and problem-solving.

Professional, responsive, and customer-focused.

Able to work independently and manage multiple support requests.

Familiar with ITIL-based support processes and SLA-driven environments.

Comfortable working within a 24/7 support model when scheduled.

Fluent in English with strong verbal and written communication skills.

Experience

3+ years of relevant experience in:

EUC Support

Desktop Support

Service Desk

IT Helpdesk

End User Computing

Technical Support

Contract Details

Detail: Information

Position: EUC L1 Support Engineer

Location: Badinh District

Engagement: B2B Freelance

Working Hours: 8:00 AM – 4:00 PM

Support Model: 24/7 Support Rotation

Compensation: USD 800 / Month

Experience: 1–3+ Years

Why Join ?

Dedicated long-term support engagement

Professional technical environment

Opportunity to work with enterprise IT support processes

Exposure to EUC, Microsoft, networking, and ITSM technologies

Competitive monthly B2B freelance compensation