Teceze USA

Job Title:
L2 EUC / Desk Side Support
Duration:
Long-Term
Location:
Hanover, NH 03755, USA
Job Description:
Key Responsibilities:
<ul>
<li>Provide onsite L2 end-user and desk-side technical support.</li>
<li>Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.</li>
<li>Handle Break/Fix, IMACD, data migration, device refresh, and deployment activities.</li>
<li>Perform onsite software installations, configuration changes, and updates.</li>
<li>Troubleshoot hardware, software, connectivity, and end-user issues.</li>
<li>Manage assigned tickets and ensure timely resolution within defined SLAs.</li>
<li>Provide regular updates to end users regarding ticket status.</li>
<li>Coordinate with hardware/software vendors for warranty repairs and replacements.</li>
<li>Work with Level 3 support teams and project teams on escalations, upgrades, and maintenance activities.</li>
<li>Identify recurring issues and perform root cause analysis where required.</li>
<li>Support onsite/offsite meetings and events, including coordination with IT/AV teams.</li>
<li>Support disaster recovery and emergency IT activities when required.</li>
<li>Participate in rotational on-call support, if required.</li>
<li>Maintain knowledge base documentation and contribute to process improvements.</li>
<li>Assist in training and mentoring junior/support team members.</li>
<li>Ensure compliance with company policies, security controls, and regulatory requirements.</li>
<li>Maintain a strong focus on customer satisfaction, First Call Resolution (FCR), and minimizing reopened/rejected tickets.</li>
</ul>
Required Skills:
<ul>
<li>2- 4.5 years of relevant IT/EUC support experience.</li>
<li>Strong hands-on experience in Desk Side / Desktop Support.</li>
<li>Experience working as an L2 support engineer.</li>
<li>Strong troubleshooting skills across hardware, software, peripherals, and end-user devices.</li>
<li>Experience with Break/Fix, IMACD, refreshes, data migration, and software installation.</li>
<li>Good knowledge of ticketing systems and SLA-based support.</li>
<li>Strong customer-facing and communication skills.</li>
<li>Ability to independently troubleshoot and resolve technical issues.</li>
<li>Experience coordinating with vendors and L3 support teams.</li>
<li>Good documentation and knowledge management skills.</li>
<li>Willingness to work in EST general day shift and support on-call activities when required.</li>
</ul>

L2 EUC Support Engineer – Desk Side / Desktop Support

L2 EUC Support Engineer – Desk Side / Desktop Support

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