EUC L1 Technician
Role purpose: Provides hands-on deskside and field support for standard end-user hardware, peripherals and approved software.
Key responsibilities:
· Perform laptop/desktop setup, swap, break/fix, imaging or provisioning using approved tools.
· Install and replace monitors, docks, keyboards, mice, printers and approved peripherals.
· Perform basic Windows/macOS login, connectivity, printing, application and hardware diagnostics.
· Assist with device enrollment, MFA setup and user profile validation under documented procedures.
· Collect asset details, update inventory/CMDB and securely handle returned equipment.
· Support office moves/adds/changes and execute standard checklists with user validation.
Skills / tools:
· Windows 10/11, macOS basics, Microsoft 365, Entra/AD basics, Intune/SCCM or equivalent, ServiceNow/Odoo/ticketing, basic TCP/IP and Wi-Fi.
Typical experience: 1–3 years in deskside, desktop, field services or service desk support; relevant OEM/Microsoft certification desirable.
Escalation / handoff: Escalate permissions, repeated failures,



complex OS/application issues, network/server faults or non-standard configuration to EUC L2 / relevant resolver group.
Requirements
• Follow the approved SOW, method of procedure (MOP), change ticket, site access and customer instructions; do not perform unapproved work.
• Maintain skilled conduct, confidentiality, data privacy and information-security requirements at all times.
• Acknowledge assigned work promptly, review scope before travel, confirm access/contact details and identify missing prerequisites before dispatch.
• Use only authorized credentials, tools, software, media and customer assets. Never share passwords or bypass security controls.
• Capture required evidence: arrival/departure, asset serials, labels, before/after photographs where permitted, test results, work notes and customer/site contact confirmation.
• Update the ticket with factual notes and timestamps. Record block

📌 Desktop Support Technician (India)
🏢 Solyssey
📍 India