L2 EUC Support Engineer - Desk Side / Desktop Support

Job Description

Job Title: L2 EUC / Desk Side Support

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Duration: Long-Term

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Location: Hanover, NH 03755, USA

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Job Description:

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Key Responsibilities:

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• Provide onsite L2 end-user and desk-side technical support.

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• Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.

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• Handle Break/Fix, IMACD, data migration, device refresh, and deployment activities.

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• Perform onsite software installations, configuration changes, and updates.

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• Troubleshoot hardware, software, connectivity, and end-user issues.

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• Manage assigned tickets and ensure timely resolution within defined SLAs.

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• Provide regular updates to end users regarding ticket status.

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• Coordinate with hardware/software vendors for warranty repairs and replacements.

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• Work with Level 3 support teams and project teams on escalations, upgrades, and maintenance activities.

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• Identify recurring issues and perform root cause analysis where required.

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• Support onsite/offsite meetings and events, including coordination with IT/AV teams.

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• Support disaster recovery and emergency IT activities when required.

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• Participate in rotational on-call support, if required.

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• Maintain knowledge base documentation and contribute to process improvements.

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• Assist in training and mentoring junior/support team members.

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• Ensure compliance with company policies, security controls, and regulatory requirements.

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• Maintain a strong focus on customer satisfaction, First Call Resolution (FCR), and minimizing reopened/rejected tickets.

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Required Skills:

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• 2- 4.5 years of relevant IT/EUC support experience.

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• Strong hands-on experience in Desk Side / Desktop Support.

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• Experience working as an L2 support engineer.

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• Strong troubleshooting skills across hardware, software, peripherals, and end-user devices.

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• Experience with Break/Fix, IMACD, refreshes, data migration, and software installation.

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• Good knowledge of ticketing systems and SLA-based support.

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• Strong customer-facing and communication skills.

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• Ability to independently troubleshoot and resolve technical issues.

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• Experience coordinating with vendors and L3 support teams.

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• Good documentation and knowledge management skills.

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• Willingness to work in EST general day shift and support on-call activities when required.

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