End User Support L1Job Overview

We are looking for an experienced Onsite Deskside Support Engineer (L1/L2) to provide hands-on technical support for end-user computing (EUC) environments. The idóneo candidate will have strong troubleshooting skills, experience with desktop and laptop support, and familiarity with enterprise IT tools and processes.

Key Responsibilities

- Provide onsite technical support for desktop and laptop hardware, software, operating systems, and connectivity issues.
- Perform IMAC (Install, Move, Add, Change) activities and hardware break/fix services.
- Manage device configuration, OS imaging, patching, upgrades, and hardware replacements.
- Use tools such as SCCM, Microsoft Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
- Install and update approved software while ensuring compliance with IT policies.
- Troubleshoot Microsoft Office, Outlook, VPN, Windows OS, and other end-user applications.
- Support printers, scanners, mobile devices, and other IT peripherals.
- Assist with Active Directory, user account management, and basic access-related tasks.
- Provide VIP support and act as the primary onsite contact for critical incidents and escalations.
- Perform Smart Hands support and assist remote IT teams with technical activities.
- Maintain accurate documentation of incidents, service requests,



inventory, and troubleshooting procedures.
- Follow ITIL best practices for incident, problem, and service request management.
- Ensure compliance with corporate security policies, antivirus requirements, and endpoint protection standards.

Required Skills and Qualifications
- Proven experience in Deskside Support, Desktop Support, EUC Support, or IT Field Services.
- Strong knowledge of Windows operating systems and desktop/laptop troubleshooting.
- Hands-on experience with SCCM, Microsoft Intune, and ServiceNow.
- Knowledge of Active Directory, Microsoft Office 365, Outlook, and VPN troubleshooting.
- Experience with IMAC, imaging, software deployment, and hardware break/fix.
- Familiarity with ITIL processes, ticketing systems, and enterprise IT environments.
- Strong communication, customer service, and problem-solving skills.
- Ability to work independently and provide onsite support in a corporate environment.

Preferred Experience
- VIP and executive-level technical support.
- Smart Hands / Remote Hands support.
- Basic macOS and mobile device troubleshooting.
- Experience supporting enterprise hardware, printers, scanners, and peripherals.
- Interested candidates are encouraged to apply with their updated resumes.

📌 Deskside Support (Irapuato)
🏢 Sharp Brains
📍 Irapuato