End User Support Specialist

We’re hiring an EUC L1.5 Engineer to handle day‑to‑day end‑user support with more independence than a traditional L1, but still within a structured escalation path. This role resolves routine and slightly complex hardware, OS, software, and connectivity issues, supports device life cycles, and helps improve process and knowledge for the team. It’s ideal for someone who already has hands‑on help‑desk experience and wants to step up to broader responsibility before moving to a full L2 engineer level.

• Provide prompt support to end users across desktops, laptops, peripherals, common business applications, and basic network access.
• Troubleshoot, diagnose, and resolve incidents that are beyond typical first‑contact issues, with a strong aim for first‑time resolution; elevate clearly when cases exceed scope. Guidance for similar EUC roles emphasizes resolving or escalating incidents and advising on workarounds for users.
• Maintain, configure, and prepare devices for deployment or replacement, including imaging, setting policies, and handling asset records.
• Use ticketing tools to log, update, and close requests; document steps taken, resolutions, and any required follow‑up actions.
• Assist in coaching or mentoring L1 peers or associates, sharing practical know‑how and tips that improve speed and accuracy of resolutions. Similar frameworks highlight coaching associates as part of the engineer’s role level.
• Contribute to and improve internal knowledge bases, runbooks, and checklists to reduce repeat incidents and speed up onboarding of newer staff.
• Collaborate with L2 or specialist teams on recurring, complex, or security‑sensitive issues; support change or configuration tasks under guidance; participate in shift schedules or on‑call rotations as needed.

• Diploma or bachelor’s degree in information technology, Computer Science, or related field, OR equivalent practical experience in desktop or help‑desk support.
• Typically, 1–3 years of hands‑on EUC or IT support experience, including Windows and/or macOS troubleshooting, common corporate applications, and peripheral devices.
• Familiarity with ticketing systems, remote‑assistance tools, endpoint security or antivirus products, and basic patch/update workflows.
• Strong written and verbal communication skills; able to explain technical issues to non‑technical users and document work clearly.
• Customer‑service mindset, with patience under pressure, sense of ownership, and structured approach to problem resolution.

• Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar endpoint‑focused credentials.
• Basic networking knowledge including Wi‑Fi troubleshooting, VPN client setup, and printer or scanner support.
• Exposure to endpoint management platforms, mobile device management, or cloud collaboration suites.
• Any scripting or automation experience for repetitive tasks is a plus, though not mandatory.

• Ownership: follows tickets through to resolution or documented escalation; accepts accountability for outcomes.
• Problem solving uses methodical diagnostics, tests fixes, learns from recurring issues, and validates results before closure.
• Team collaboration: shares knowledge, supports peers, and improves shared resources; helps raise overall team capability.
• Adaptability: handles changes to priorities, tools, or processes; maintains positive, growth‑oriented attitude in a dynamic support environment.

• First‑contact or first‑pass resolution rate for incidents within L1.5 scope.
• Average ticket handling and closure time aligned with agreed service levels.
• Quality and clarity of ticket documentation, including accurate asset and configuration details.
• User satisfaction or feedback scores from support interactions.
• Effective collaboration with L2 or specialist teams, with smooth escalations and handoffs.