EUC L1 / Smart Hand Support Engineer

About the role

We are looking for a reliable, tech‑savvy professional to join our IT operations team as an EUC L1 / Smart Hand Support Engineer. You will provide front‑line technical assistance for end‑user devices and perform hands‑on support in our data centre under remote guidance.

Key responsibilities

• Provide day‑to‑day L1 support for laptops, desktops, tablets, smartphones and printers.
• Install, configure and troubleshoot Windows 10/11, macOS and standard business applications such as Microsoft 365, Teams, VPN and anti‑virus solutions.
• Assist with user onboarding/offboarding, hardware deployment, software provisioning and data migration.
• Maintain local IT asset inventory, including receiving, tagging and tracking hardware.
• Log, track and resolve service requests and incidents using ServiceNow or Jira.
• Perform physical rack‑and‑stack tasks: install servers, switches, routers and patch panels, conduct visual verifications, power cycles and cable management.
• Replace hardware components (hard drives, RAM, power supplies, backup tapes) as directed.
• Escort and supervise third‑party vendors entering the server room.

Required profile

• 1–3 years of experience in desktop support, helpdesk or field engineering.
• Ability to follow detailed technical checklists and remote instructions accurately.
• Physical ability to lift up to 40 lb and work in confined spaces (crawling, bending).
• Preferred certifications: CompTIA A+ or Network+, Microsoft Modern Desktop Administrator Associate, ITIL Foundation (not mandatory).

Required skills

• Windows 10/11 and macOS operating systems.
• Microsoft 365, Teams, VPN and anti‑virus software.
• Basic networking concepts: TCP/IP, DNS, DHCP, cabling standards.
• Experience with ticketing systems such as ServiceNow or Jira.
• Hardware installation and rack‑and‑stack procedures for servers, switches, routers and patch panels.
• Cable management (ethernet, fiber, power) and hardware component replacement.