Role: EUC Support Engineer

Duration: 6Months contract

Location: Guadalajara, Mexico

End User Support & Smart Hands / Eyes Engineer

Job Overview

We are looking for an experienced End User Support Engineer / Smart Hands & Eyes Technician to provide onsite IT support to end users and deliver hands-on assistance to remote infrastructure, network, server, and application teams.

The engineer will act as the local technical presence onsite , handling user support, hardware troubleshooting, device installations, basic network checks, data center activities, and physical hands-and-eyes support as required.

Key Responsibilities

End User Support

- Provide onsite L1/L2 technical support to end users.
- Troubleshoot Windows laptops, desktops, monitors, docking stations, printers, and peripherals.
- Install, configure, replace, and troubleshoot hardware and software.
- Support Microsoft 365, Outlook, Teams, and other standard business applications.
- Assist with user onboarding, device setup, and workstation deployments.
- Handle password, account, access, and basic application-related issues.
- Log and update incidents and service requests in the ticketing system.

Smart Hands & Eyes Support

- Provide hands-and-eyes support to remote network, server, infrastructure, and application teams.
- Perform physical checks of equipment based on remote team instructions.
- Identify device status, LED indicators, port connections, cables, and hardware conditions.
- Perform approved device reboots and power cycling.
- Connect console cables and provide remote access assistance.
- Perform cable identification, removal, insertion, and replacement.
- Assist with SFP/transceiver removal and insertion where required.
- Capture and share clear photos of equipment, labels, ports, and cabling.
- Follow remote engineering instructions and provide accurate onsite feedback.

Data Center & Infrastructure Support

- Support physical IT infrastructure activities involving servers, switches, routers, storage, and other network equipment .
- Perform racking and stacking of IT equipment.




- Assist with server and network device installation, movement, and relocation.
- Support structured cabling and cable management activities.
- Check rack layouts, equipment labels, power connections, and cable connectivity.
- Assist with hardware replacement and vendor onsite activities.

Network Support

- Perform basic LAN/Wi-Fi connectivity troubleshooting .
- Check network ports, patch cables, wall ports, and physical connections.
- Perform basic troubleshooting involving TCP/IP, DHCP, and DNS.
- Escalate complex network issues to the appropriate infrastructure team.

Asset Management

- Maintain accurate IT asset and inventory records.
- Perform asset validation, tagging, movement, and replacement activities.
- Support hardware lifecycle management, including deployment and retirement.
- Document asset serial numbers, locations, and physical conditions.

Coordination & Documentation

- Coordinate with remote support teams, vendors, site contacts, and end users.
- Follow instructions from remote engineers during Smart Hands activities.
- Maintain clear records of work performed, findings, and resolutions.
- Provide photographs, reports, and completion updates when requested.
- Ensure activities are completed within agreed SLA timelines.

Required Skills & Experience

- 2–5+ years of experience in End User Support, Desktop Support, Field IT Support, or Smart Hands.
- Strong hands-on experience with Windows laptops, desktops, printers, and peripherals .
- Good troubleshooting skills across hardware, software, and connectivity issues.
- Experience providing Smart Hands / Smart Eyes / Hands & Feet support .
- Basic knowledge of networking, LAN, Wi-Fi, TCP/IP, DHCP, and DNS.
- Experience with servers, network devices, racks, cabling, and basic data center activities is preferred.
- Familiarity with Microsoft 365 and common enterprise applications.
- Good communication and documentation skills.
- Ability to follow remote technical instructions accurately.
- Strong attention to detail and professional onsite behaviour.
- Ability to work independently and coordinate with distributed technical teams.

📌 Information Technology Specialist (Guadalajara)
🏢 TECEZE
📍 Guadalajara