Belfast, UK || EUC L1

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).

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

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.