EUC / Desktop Support Engineer L!

EUC L1 Engineer

Job Summary

We are looking for an EUC L1 Engineer to provide first-level End User Computing support to users and assist with day-to-day desktop, laptop, software, hardware, and workplace technology issues.

The ideal candidate will have 1–3 years of experience in EUC, Desktop Support, IT Support, or End User Support and should have strong troubleshooting and customer-service skills.

Key Responsibilities

End User Support

• Provide L1 technical support for end-user computing issues.
• Troubleshoot desktop, laptop, operating system, and workplace technology issues.
• Diagnose and resolve basic hardware and software problems.
• Provide hands-on support to end users and escalate unresolved issues to the appropriate support team.
• Follow established troubleshooting procedures, SOPs, and escalation processes.

Hardware Support

• Troubleshoot desktops, laptops, monitors, keyboards, mice, docking stations, and other peripherals.
• Perform basic hardware diagnostics and troubleshooting.
• Replace, reconnect, or configure hardware components where required.
• Assist with device setup, configuration, deployment, and replacement.

Software & Application Support

• Troubleshoot Windows and basic application-related issues.
• Install and configure approved software and applications.
• Provide basic Microsoft 365 support.
• Assist users with login, access, and application-related issues.
• Follow standard troubleshooting and resolution procedures.

Ticket & ITSM Support

• Receive and respond to user incidents and service requests.
• Log, update, and maintain accurate information in the ITSM/ticketing system.
• Document troubleshooting steps and resolutions.
• Monitor and follow up on open tickets.
• Escalate incidents that cannot be resolved at L1 level.

Workplace & Connectivity Support

• Provide hands-on onsite or remote EUC support.
• Troubleshoot basic connectivity, peripheral, and workplace technology issues.
• Assist users with device and workplace technology setup.
• Support end-user device and asset tracking activities.

Essential Skills

• 1–3 years of experience in EUC, Desktop Support, IT Support, or End User Support.
• Good knowledge of Windows operating systems.
• Hands-on experience troubleshooting desktops and laptops.
• Hardware and peripheral troubleshooting experience.
• Basic software and application troubleshooting skills.
• Experience working with ticketing or ITSM tools.
• Basic understanding of network and connectivity troubleshooting.
• Ability to diagnose and resolve L1 technical issues.
• Good communication and customer-service skills.
• Ability to follow SOPs, documentation, and escalation procedures.

Nice-to-Have Skills

• MacBook / macOS support.
• Microsoft 365 support.
• Active Directory knowledge.
• ServiceNow or other ITSM/ticketing tools.
• IT asset management experience.
• Remote support experience.
• Basic networking knowledge.

Key Technologies

• Operating Systems: Windows, macOS
• Devices: Desktop, Laptop, Monitor, Docking Station, Keyboard, Mouse and other peripherals
• Productivity: Microsoft 365
• Identity & Access: Active Directory
• ITSM: ServiceNow / Other ITSM Tools
• Networking: Basic connectivity and network troubleshooting
• Support: Remote and Onsite EUC Support
• Asset Management: End-user device and asset tracking

Qualifications

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Relevant EUC, Desktop Support, or IT support certification is an advantage.

Interpersonal Skills

• Strong communication skills
• Customer-focused approach
• Good problem-solving ability
• Patience and professionalism
• Attention to detail
• Teamwork and collaboration
• Ability to prioritize and manage multiple tickets
• Ability to work independently and as part of a support team

What We’re Looking For

We are seeking a technically capable and customer-focused EUC L1 Engineer who can provide effective first-level support, troubleshoot common desktop and workplace technology issues, maintain accurate ticket documentation, and ensure a positive end-user experience.

Job Types: Full-time, Contract

Pay: 3,000원 - 4,000원 per month

Work Location: In person