Tech People 247
Belfast, UK || EUC L1
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Position Summary
We are looking for a customer-focused, reliable EUC Level 1 Support Technician to provide on-site and remote technical support for desktop environments, peripheral devices, and core network connectivity. The candidate will serve as the first point of contact for local end-user issues, hardware break-fix tasks, system deployments, and basic dispatches.
Key Responsibilities
- L1 Break-Fix & Troubleshooting: Diagnose and resolve basic hardware, software, OS (Windows 10/11, macOS), and local network connectivity issues (LAN/Wi-Fi).
- Hardware Deployment & Staging: Perform unboxing, imaging, provisioning, and cable management for workstations, laptops, monitors, IP phones, and peripherals.
- Dispatch & Hands-and-Feet Support: Act as local "hands-and-feet" for L2/L3 remote engineering teams during site migrations, rack-and-stack tasks, or patching activities.
- User Onboarding/Offboarding: Setup and reclaim standard IT assets, ensuring proper asset inventory tracking and secure data sanitization/decommissioning.
- Ticket & SLA Management: Log, prioritize, track, and close support tickets using enterprise IT service management (ITSM) tools (e.g., ServiceNow, Jira, Remedy).
- Basic Software & IAM Tasks: Support password resets, Active Directory/M365 account unlocks, printer configurations, and core productivity suite troubleshooting (Microsoft 365, Teams, Outlook).
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Technical Skills & Qualifications
Requirement
Details
Education & Certification
- High school diploma or equivalent required. CompTIA A+, Network+, or Microsoft Fundamentals (MD-102/MS-900) preferred.
Experience
- 1–2 years of experience in desktop support, IT helpdesk, or field service dispatch.
Operating Systems
- Enterprise administration of Windows 10/11; working knowledge of macOS is a plus.
Hardware Knowledge
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- Hands-on experience with major OEM hardware (Dell, HP, Lenovo), dock stations, and standard office AV equipment.
Tools & Utilities
- Basic command-line troubleshooting (ipconfig, ping, tracert), remote desktop tools (RDP, TeamViewer, AnyDesk), and basic Active Directory / Entra ID navigation.
Soft Skills & Physical Requirements
- Communication: Excellent verbal and written communication skills; ability to explain basic technical steps clearly to non-technical users.
- Punctuality & Reliability: Strong time-management skills to hit strict SLA targets for dispatch or ticket resolution times.
- Physical Capability: Ability to lift up to 40–50 lbs for unboxing servers, desktop gear, and cable runs under desks.
Work Details & Employment Terms
- Job Type: On-Demand Dispatch
- Shift/Hours: Standard Business Hours (Standard 8/5) with occasional after-hours maintenance windows.
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