Support Engineer-EUCL1

L1 – EUC Smart Hands / Field Services Engineer

Job Summary

The L1 EUC Smart Hands Engineer provides on-site technical support for End User Computing (EUC)

environments. The role includes hardware break/fix, IMACD (Install, Move, Add, Change, Disposal),

software troubleshooting, and smart hands activities while coordinating with remote support teams.

The engineer acts as hands-and-eyes support for remote resolver groups, ensuring timely resolution of

incidents and service requests, adherence to operational procedures, and accurate updates in the ITSM

system.

Key Responsibilities

Hardware Break/Fix

• Perform troubleshooting and diagnostics for desktops, laptops, printers, and peripherals.

• Replace faulty hardware components or perform whole unit exchange (WUE) when required.

• Restore devices using the standard enterprise image and verify system functionality.

• Conduct end-user validation after repair and provide basic preventive guidance.

IMACD (Install / Move / Add / Change / Disposal)

• Install and configure desktops, laptops, docking stations, monitors, and peripherals.

• Perform device relocation and workstation setup during moves.

• Stage and prepare equipment for deployment.

• Assist with device decommissioning and packaging for disposal where required.

• Update asset and ticket information in the ITSM tool.

Software & EUC Support

• Troubleshoot Windows OS and enterprise application issues during deskside support.

• Perform system reimaging, BIOS updates, and configuration fixes when necessary.

• Assist users with login issues, file access, network connectivity, and printing.

Smart Hands Support

• Provide hands-and-eyes support for remote teams, including:

• Rack & stack activities

• Power cycling and basic diagnostics

• Visual inspection of hardware

• Escorting third-party engineers when required

• Update incident and service request tickets in the ITSM system.

Required Skills & Qualifications

• 1–2 years of experience in Desktop Support, EUC Support, or Smart Hands / Field Services roles.

• Basic knowledge of Windows operating systems and device imaging.

• Experience with desktop/laptop hardware troubleshooting and peripheral support.

• Familiarity with ITSM tools such as ServiceNow, Remedy, or similar.

• Basic understanding of LAN connectivity and printer support.

• Good communication skills and customer-facing experience.