End User Computing (EUC) L1 Support Engineer

Job Summary

We are looking for an End User Computing (EUC) L1 Support Engineer to provide first-line technical support to end users. The ideal candidate will be responsible for troubleshooting hardware, software, and network issues while ensuring timely resolution of incidents in accordance with service level agreements (SLAs).

Key Responsibilities

- Provide Level 1 technical support for desktops, laptops, printers, and peripheral devices.
- Troubleshoot hardware, software, and operating system issues.
- Install, configure, and maintain Windows 10/11 operating systems.
- Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
- Create, modify, and manage user accounts in Active Directory.
- Reset passwords and manage user permissions.
- Diagnose and resolve network connectivity issues (LAN, Wi-Fi, VPN, DNS, TCP/IP).
- Perform software installations, upgrades, and security patching.
- Configure and troubleshoot printers, scanners, and other end-user devices.
- Support mobile devices and basic Microsoft Intune/MDM tasks.
- Log, track, and resolve incidents using ITSM tools such as ServiceNow, Jira, or Remedy.




- Escalate unresolved issues to L2/L3 support teams when required.
- Perform desktop imaging, device deployment, and hardware replacement.
- Support onboarding and offboarding activities, including user account provisioning and device setup.
- Provide remote support using Remote Desktop, TeamViewer, AnyDesk, or Microsoft Quick Assist.
- Maintain accurate documentation and update the knowledge base.
- Ensure compliance with IT security policies and procedures.
- Deliver excellent customer service while meeting SLA and KPI targets.

Required Skills

- Windows 10/11 Administration
- Microsoft 365 (Office 365)
- Active Directory
- Outlook & Exchange Online
- Networking Fundamentals (TCP/IP, DNS, DHCP, VPN)
- Printer & Peripheral Support
- Remote Support Tools
- ServiceNow or other ITSM platforms
- Hardware Troubleshooting
- Basic PowerShell knowledge (preferred)
- Strong communication and customer service skills

Qualifications

- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
- 1–3 years of experience in IT Helpdesk, Service Desk, or End User Support.

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📌 Technical Engineer (Monza)
🏢 Swiss IT Solutions CH
📍 Monza