Information Technology Support Engineer

Position Overview

We are seeking a reliable, tech-savvy, and professional EUC L1 Smart Hand Support Technician to provide critical onsite technical support. In this role, you will act as the physical  eyes and hands  for our remote engineering, network, and infrastructure teams. You will handle everything from standard End-User Computing (EUC) desktop setups to executing physical instructions in the server/network room under the guidance of senior remote engineers.

• Provide physical onsite support ( Smart Hands ) for network switches, routers, firewalls, and servers under the direct guidance of remote network operations teams.
• Perform basic physical troubleshooting, including power-cycling equipment, verifying LED status lights, and replacing network cables.
• Assist with the unboxing, racking, stacking, and patching of network and server hardware.
• Execute structured cable management within server racks and patch panels.

• Deploy, configure, and troubleshoot end-user hardware, including laptops, desktops, thin clients, and dual-monitor workstations.
• Perform physical hardware additions, moves, and changes (IMAC tasks) across the facility.
• Provide basic troubleshooting for peripheral devices, including dock stations, IP phones, conference room AV equipment, and local/network printers.
• Assist with OS imaging, data migration, and basic software installations following standardized checklists.

• Maintain precise documentation of all IT assets, serial numbers, and equipment movements.
• Coordinate local shipping, receiving, and disposal (e-waste) of IT hardware.
• Operate within standard ticketing systems to log, track, and close user requests.
• Adhere strictly to corporate security policies, safety protocols, and change management windows.

• Experience:
  
  1–3 years of experience in IT Field Support, Desktop Support, or a similar hands-on technical role.
• Technical Core:
  Strong understanding of standard desktop hardware, Windows OS, and basic TCP/IP networking concepts (Ping, IPConfig, DHCP).
• Hardware Familiarity:
  Comfortable handling network cables (Cat5e/Cat6/Fiber patch cords) and basic server room hardware.
• Physical Capabilities:
  Ability to lift up to 50 lbs, crawl under desks, and work inside network closets or server racks.
• Communication:
  Excellent verbal and written English communication skills; ability to follow precise technical instructions over the phone or via chat from a remote engineer.
• Professionalism:
  Punctual, reliable, and capable of working independently on-site with minimal local supervision.

• CompTIA A+, Network+, or Cisco CCNA certifications.
• Experience using enterprise ticketing systems (e.g., Service Now, Jira).
• Familiarity with structured cabling or data center environments.