Technician Support- ECU L2 1

Position: EUC L2 Support
Role Overview

The EUC L2 Support role is responsible for providing comprehensive End User Computing (EUC) services, ensuring timely resolution of hardware, software, and configuration issues. The role supports end users through on-site and remote services, utilizing the company’s IT Service Management (ITSM) system to manage Incidents and Service Requests in accordance with defined workflows and processes.

Key Responsibilities

1. End User Support Services

Provide Level 2 support across the following service areas:

• Break/Fix (Hardware Repair)
• Deskside Support
• Install, Move, Add, Change, and Disposition (IMAC-D)
• Smart Hands Support
• VIP Support
• Remote Resolution Services

All services are initiated and tracked through the ITSM system of record.

2. Break/Fix – Hardware Repair

Responsible for diagnosing and resolving hardware-related incidents for supported EU devices.

Duties include:

• Triage and assessment of hardware incidents
• Assigning and coordinating technical resources for repairs
• Engaging designated customer contacts when required
• Ordering, tracking, and managing replacement parts
• Swapping devices to quickly restore end-user productivity
• Completing repairs and escalating cases involving misuse or damage
• Updating and closing incidents in the ITSM system
• Supporting both in-warranty and out-of-warranty EU devices (as per supported platforms)
• Maintaining secure, company-access-only storage for local whole-unit spares
• Providing Smart Hands support for Level 3 teams

Out of Scope:

• Bring Your Own Device (BYOD) hardware repairs

Additional Notes:

• Production device repairs are performed onsite using managed OEM warranty processes
• Participate in pilot initiatives aimed at reducing repair cycle time, improving efficiency, and lowering costs

3. Deskside Support

Provide on-site technical support to resolve software and configuration issues.

Responsibilities include:

• Triage and resolution of in-scope operating system issues
• Triage and resolution of in-scope application issues
• Reinstallation of approved software, drivers, and add-ins

4. IMAC-D Services (Install, Move, Add, Change, Disposition)

Install

• Physical setup and connection of end-user devices at designated workspaces
• Installation of new production devices is included
  (Note: Imaging or advanced software configuration may be handled as a separate activity)

Move

• Relocation of devices within the same building or campus
• Customer provides transportation equipment (e.g., carts)
• Personal vehicles are not authorized for device transport

Add

• Installation of additional hardware or software components

Change

• Execution of configuration changes on existing devices

Disposition

• Transport and preparation of devices for end-of-life processing
• Activities include data wiping, drive destruction, asset tag removal, and device preparation
• Responsible for disposition of in-program knowledge worker devices
• Customer retains responsibility for production device disposition

5. Smart Hands Support

• Provide on-site technical assistance for server and network equipment
• Perform tasks under the guidance of customer or third-party network and server engineers
• No additional charges for sites with dedicated field technicians

6. VIP Support

• Deliver Break/Fix, Deskside, IMAC-D, and Smart Hands services to designated VIP users
• VIP incidents are assigned Priority 2 by default
• VIP user lists are synchronized through LDAP or SAML with ITSM and/or HRIS platforms

Tools & Processes

• ITSM system for incident, request, and workflow management
• OEM warranty systems and asset management tools
• Remote support and diagnostics tools