Information Technology Specialist

Role: EUC Support Engineer

Duration: 6Months

Location: Longmont, Colorado, United States.

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.