Desktop EUC L1 Engineer

About the role

The Desktop EUC L1 Engineer provides on‑site and remote support for desktop, laptop and conference‑room equipment, ensuring hardware and software operate smoothly throughout their lifecycle. The role involves troubleshooting, imaging, and maintaining security compliance for end‑user devices in an engineering or large‑enterprise environment.

Key responsibilities

• Manage hardware, software and connectivity incidents from detection to resolution.
• Perform IMAC (Install, Move, Add, Change) and deskside support services.
• Execute hard‑ and soft‑break fix services for laptops and desktops, including battery replacement and Dell technician coordination.
• Provide conference‑room, remote‑desktop and event support at customer locations.
• Maintain standard OS images, patch updates and hardware replacements using appropriate tools.
• Monitor security profiles and anti‑virus compliance, taking corrective action when needed.
• Analyze service‑desk data to identify training or automation opportunities.
• Deliver VIP deskside support and act as the primary IT contact when other teams are unavailable.

Required profile

• 3–5 years of experience in desktop support or end‑user computing.
• Associate degree in electronics or related field; Bachelor’s degree preferred.
• Familiarity with ITIL processes (Incident, Change, Problem, Service Request).
• Experience working in engineering firms or large corporate environments.

Required skills

• Windows 7 and Windows 11 imaging/re‑imaging (PXE boot).
• SCCM, Software Center, manual software installation.
• Microsoft Intune, Active Directory, BitLocker.
• Outlook administration and MS Office support.
• Humanscale troubleshooting.
• ServiceNow or similar service‑management tool.
• EUC tools, remote‑support utilities, Lync, VPN and mobile device support.
• Basic knowledge of MAC device and tablet support.