Desktop End‑User Computing L1 Support Engineer

About the role

The Desktop EUC L1 Engineer provides first‑line IT support to end users through video calls, remote desktop sessions and on‑site assistance. The role focuses on rapid ticket resolution, accurate documentation and proactive maintenance of desktop environments.

Key responsibilities

• Receive and triage user IT queries, prioritising video‑call interactions.
• Resolve desktop software installation, configuration and troubleshooting issues.
• Access end‑user machines remotely to diagnose and fix problems.
• Escalate complex tickets to higher‑level support while maintaining clear communication.
• Provide on‑site hardware support, including workstations, printers, mobile devices and videoconferencing equipment.
• Perform virus scans, apply emergency software fixes and conduct LAN/Wi‑Fi patching.
• Maintain asset lifecycle records and ensure spare‑part stock levels.
• Deliver status updates to users and document detailed diagnostics for subsequent support tiers.

Required profile

• Strong customer‑service orientation with the ability to guide users of varying technical skill levels.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a multi‑disciplinary support team.

Required skills

• Remote desktop support tools
• Ticketing system usage
• Windows operating system administration
• Desktop software installation and configuration
• Hardware troubleshooting (workstations, printers, peripherals)
• Mobile device support
• Videoconferencing and telephony systems
• VPN/remote access solutions
• LAN and Wi‑Fi networking
• Virus scanning and remediation
• Asset lifecycle management