Role: EUC Support Engineer
Duration: 6Months contract
Location: Vancouver, British Columbia, Canada.
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.
