Desk Side Services Engineer EUC & Smart Hands

We are seeking a customer-focused Desk Side Services Engineer to provide dedicated onsite IT support and act as the primary point of contact and escalation for end-user technology issues. This role delivers hands-on support across endpoint hardware, collaboration tools, printing, AV/video conferencing, telephony, and workplace technologies while driving high user satisfaction and rapid issue resolution.

Key Responsibilities

• Provide onsite technical support for Windows, Mac, mobile devices, Microsoft 365, Teams, Outlook, and core enterprise applications.
• Manage the full lifecycle of incidents and service requests within the enterprise ticketing system (e.g., ServiceNow, Jira), taking ownership through final resolution.
• Troubleshoot hardware, software, network connectivity, and peripheral issues; route and escalate complex system problems to specialized engineering groups.
• Execute device imaging, user provisioning, system refreshes, hardware reclamation, redeployment, and secure disposal activities.
• Manage new-hire IT onboarding, physical workstation setups, desk cabling, and basic end-user orientation.
• Provide operational support and maintenance for network printers, video conferencing equipment, meeting room AV technologies, digital signage, and telephony tools.
• Execute IMACD (Install, Move, Add, Change, Dispose) tickets for workplace IT assets.
• Deliver white-glove, high-touch VIP and executive IT support for business leadership.
• Provide physical "Smart Hands" support for Network, Hosting, Infrastructure, and Project teamsincluding physical rack/stack, hardware installations, component replacements, structured cabling, and equipment moves.
• Maintain accurate hardware/software inventory records, configuration documentation, and technical knowledge base articles.
• Support site IT projects, facility moves, technology upgrades, and workplace change initiatives.

Required Qualifications & Skills

• 5 to 8 years of proven hands-on experience supporting enterprise desktop, laptop, mobile, and workplace collaboration platforms.
• Strong troubleshooting proficiency across both Windows 10/11 and macOS environments.
• Practical working knowledge of Microsoft 365, Teams, Outlook, and modern endpoint management platforms.
• Hands-on familiarity with meeting room technologies, video conferencing solutions, audiovisual systems, printers, and enterprise telephony.
• Experience using enterprise ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Remedy).
• Hands-on comfort providing physical "Smart Hands" assistance for network and server racks, structured cabling, and patching.
• Strong customer-centric mindset, executive presence, and clear verbal and written communication skills.