IT Support Engineer: EUC L1

Job title

End‑User Computing L1 Engineer

About the role

We’re looking for a hands‑on L1 End‑User Computing Engineer to deliver fast, professional support for our desktop and device users. This is the front‑line role: you’ll triage incoming requests, resolve common issues on first contact where possible, and escalate more complex incidents with clear documentation. The right person is customer‑focused, technically curious, and comfortable working in a team that keeps our users productive.

Key responsibilities

• Provide day‑to‑day technical support for end‑user devices, including desktops, laptops, peripherals, and common software.
• Troubleshoot and diagnose hardware, OS, application, and connectivity issues; aim for first‑time resolution, escalating appropriately when needed.
• Log, update, and close tickets in the IT service management system, following incident and request management processes.
• Inform users of progress, offer workarounds, and maintain professional communication while issues are being resolved
• Assist with device setup, configuration, imaging, and basic asset management; keep accurate records of device status and location.
• Collaborate with other support teams for more complex cases, share knowledge and document solutions for common issues.
• Participate in shift schedules or on‑call rotations as needed, support continuous improvement of support processes and knowledge base.

Required qualifications and experience

• Bachelor’s degree in computer science, Information Technology, or a related field, OR equivalent hands‑on experience in desktop or help‑desk support.
• 0–2 years of practical experience supporting Windows and/or macOS desktops, laptops, and typical business applications.
• Familiarity with common endpoint tools: ticketing systems, remote assistance tools, antivirus/security tools, and basic patch or update workflows.
• Strong communication skills; able to explain technical concepts clearly to non‑technical users.
• Customer‑service mindset, with patience and professionalism under pressure.
• Ability to work in a team, escalate issues appropriately, and follow defined support processes.

Preferred skills and certifications

• Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar are a plus.
• Basic knowledge of networking fundamentals, Wi‑Fi, VPNs, and printer support.
• Exposure to mobile device support, endpoint management, or cloud‑based collaboration suites.
• Any experience with scripting or automation for routine support tasks is welcome, though not mandatory.

Competencies and behaviours

• Ownership: takes responsibility for assigned tickets and follows through to resolution or escalation.
• Problem solving uses structured approach to identify causes, test fixes, and learn from recurrent issues.
• Team collaboration: documents knowledge, supports peers, and contributes positively to a shared knowledge base.
• Adaptability: handles shifting priorities, fluctuating ticket volume, and new tools or procedures with a growth mindset.

Success metrics

• First‑contact resolution rate for L1 tickets.
• Average ticket handling and closure time within agreed service levels.
• User satisfaction or feedback scores from support surveys.
• Accuracy and completeness of ticket documentation and asset records.
• Effective handoffs to L2/L3 teams when escalation is required.