Technical Support Engineer

Overview:

This role provides on-site End-User Computing (EUC) support, including laptop imaging, printer troubleshooting, and general deskside IT support for users. The engineer will ensure minimal downtime, maintain device compliance, and deliver high-quality service aligned with ITIL practices.

Requirements:

• Proven experience in EUC support or IT helpdesk roles
• Proficiency in laptop imaging and deployment tools (e.g., SCCM, MDT, Autopilot)
• Hands-on experience with troubleshooting printers, scanners, and peripherals
• Strong knowledge of Windows OS, Microsoft Office Suite, and Active Directory
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy)
• Excellent communication and documentation skills
• Ability to support users in person and resolve issues independently

Equipment:

• Laptop with administrative privileges
• USB imaging drives or access to deployment servers
• Printer diagnostic tools (software/firmware)
• Toolkit (screwdrivers, cable testers, adapters)
• Label printer (for asset tagging, if required)
• Access to service desk or ticketing platform

Pre-Site Preparation:

• Verify list of users/devices needing support
• Ensure imaging tools are up to date and ready
• Confirm printer models and known issues if any
• Gather replacement parts (toners, cables, peripherals, etc.) if applicable
• Ensure access badges or permissions are ready for site entry

On-Site Activities:

• Perform laptop imaging and configuration
• Troubleshoot and resolve printer issues (paper jams, network errors, driver problems)
• Provide deskside support for common user issues (connectivity, login, performance)
• Replace or upgrade hardware components as needed
• Maintain asset tracking and update inventory logs
• Coordinate with the service desk for ticket closure

Post-Site Activities:

• Document work completed and update relevant tickets
• Report recurring issues or risks to the team lead
• Return unused equipment and dispose of old hardware as per policy
• Share status updates with IT team/client
• Submit daily activity reports (if required)

Escalation:

Escalate to L2/L3 teams if:

• Imaging fails due to policy/server issues
• Printer problems require vendor-level support
• Hardware faults are beyond scope or require procurement
• Issues involve networking, application-specific bugs, or domain policies

Escalation Contacts:

• L2 Support Team
• Network/Server Admin Team
• Printer Vendor Support (OEM)
• Client POC or Onsite Supervisor