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IT Support Engineer-EUC L1

Post Date:  Apr 1, 2026
Location: 

Ishikawa

Company:  AVASO TECH PRIVATE LIMITED

Job Description Structure-

Naming convention for each job description file- EUC_L1_JAPAN_2026

1. Job Title
  • EUC L1 Support Engineer

2.Department
  • IT – Site Technology Services

3.Location
  • Global

4.Work Model
  • Onsite

5.Reports to
  • Site IT Manager / Service Delivery Manager

6.Direct reports
  • If any, otherwise put 0

7. Level
  • L1

 

8. Role Summary / Job Purpose

The EUC L1 Support Engineer is responsible for providing first-level onsite IT support to end users to ensure smooth day-to-day operations of end-user computing, network connectivity, and office IT services. The role directly contributes to business continuity, employee productivity, SLA adherence, and overall customer satisfaction by resolving incidents efficiently and coordinating with backend IT teams.

9. Key Responsibilities

  • Act as the primary onsite IT point of contact for all end-user IT issues and service requests
  • Provide L1 support for desktops, laptops, peripherals, printers, IP phones, and video conferencing systems
  • Install, configure, and troubleshoot Windows OS and Microsoft Office 365 applications
  • Perform user onboarding and offboarding activities including system setup, access provisioning, and asset recovery
  • Log, track, and resolve incidents and service requests through ServiceNow as per defined SLAs
  • Maintain accurate IT asset inventory, stock management, and coordinate e-waste disposal
  • Provide smart-hands support for network, server, and infrastructure teams as required
  • Support VPN connectivity, collaboration tools, and basic network troubleshooting
  • Ensure compliance with SOPs, security policies, and documentation standards

10. Required Skills

Technical Skills:

  • Windows OS installation and troubleshooting
  • Microsoft Office 365 support
  • Basic Active Directory user management
  • Hardware and peripheral troubleshooting

Functional Skills:

  • Strong customer service orientation
  • Incident and request management
  • Clear communication and documentation skills

11. Tools / Systems / Technical Knowledge

  • ServiceNow (ITSM tool)
  • Windows 10 / Windows 11
  • Microsoft Office 365
  • Active Directory (basic level)
  • VPN clients
  • IP Telephony and Video Conferencing tools

 

12. Decision-Making Authority

  • Independently resolve L1 incidents and service requests within defined SOPs
  • Decide escalation to L2/L3 or backend teams based on issue complexity
  • Recommend minor process or workflow improvements at the site level

13. Problem-Solving Complexity

Moderate – primarily routine troubleshooting using defined procedures with limited ambiguity; requires judgment to identify when escalation is necessary.

14. Stakeholder Management / Influence

  • Internal end users across departments (client-facing role)
  • Site leadership and local management
  • Backend IT support teams (network, server, security)
  • External vendors for hardware and support services

15. Education & Certification Requirements

Minimum: Graduate in IT, Computer Science, or equivalent

Preferred: ITIL Foundation or equivalent IT service management certification

16. Experience Requirements

  • 4+ years of experience in enterprise IT / EUC support roles
  • Hands-on experience with end-user support in a corporate environment
  • Exposure to ITSM tools, asset management, and SLA-driven support models

 

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