TECEZE Hiring! Full Time EUC - Field IT Support in - Ricebowl

Scope of Work – Dispatch EUC / Field IT Support

1. Objective

Provide onsite End User Computing (EUC) / Field IT Support services to troubleshoot, resolve, and validate user devices, IT infrastructure, and basic network connectivity at the designated customer site.

2. Scope of Services

End User Computing (EUC) Support

• Perform onsite troubleshooting of desktops, laptops, monitors, docking stations, printers, and other IT peripherals.
• Diagnose and resolve basic hardware and software issues.
• Support Windows OS-related issues, including login, configuration, application, and connectivity problems.
• Assist with device setup, installation, replacement, and configuration.
• Support Microsoft Office / Microsoft 365 applications and basic user issues.
• Perform device imaging, re-imaging, or software installation where required and authorized.
• Verify device functionality after troubleshooting or replacement.
• Assist with asset identification, tagging, inventory validation, and serial number capture.
• Perform basic user account and workstation configuration activities as permitted by the customer.

Field IT / Onsite Support

• Attend the designated customer location at the scheduled date and time.
• Perform onsite IT troubleshooting and technical assistance as instructed.
• Coordinate with the remote IT/service desk team during the activity.
• Follow customer security, access, safety, and IT procedures.
• Provide status updates during the activity and report any issues that cannot be resolved onsite.
• Capture required photographs, asset details, serial numbers, or other evidence as requested.
• Complete an activity report/service completion report after the visit.

Basic Network Support

• Troubleshoot basic LAN/WAN connectivity issues.
• Check network cables, patch cords, ports, and physical connections.
• Perform basic checks on switches, routers, access points, and network devices.
• Verify connectivity between endpoint devices and the local network.
• Perform basic IP configuration and troubleshooting, including DHCP and static IP.
• Conduct basic DNS, ping, tracert/traceroute, and connectivity checks.
• Verify network port/link status and identify obvious physical connectivity issues.
• Escalate complex network issues to the appropriate network engineering team.

3. Typical Activities

The engineer may be required to perform one or more of the following during a dispatch:

• Laptop/Desktop troubleshooting
• Hardware replacement or installation
• Peripheral/device installation
• OS or application troubleshooting
• Device imaging/re-imaging
• Network connectivity troubleshooting
• Cable and port verification
• Basic IP/DHCP/DNS troubleshooting
• Switch/router/AP physical checks
• IT asset inventory/validation
• Serial number and asset-tag verification
• Photo documentation
• Remote team coordination
• Post-activity reporting

4. Engineer Responsibilities

The dispatched engineer is expected to:

• Arrive onsite on time and comply with customer access requirements.
• Carry standard IT support tools required for the activity.
• Follow the provided SOW/instructions and avoid unauthorized changes.
• Maintain professional communication with customer representatives.
• Document all work performed and findings.
• Escalate issues outside the agreed scope or skill level.
• Obtain customer confirmation/sign-off upon completion, where applicable.

5. Deliverables

Upon completion, the engineer should provide:

• Activity/service completion report.
• Description of work performed.
• Issues identified and resolution provided.
• Asset details/serial numbers, where applicable.
• Before/after photographs, where required.
• Network or connectivity test results, where applicable.
• Customer confirmation/sign-off.

6. Exclusions

Unless specifically agreed in advance, the scope does not include:

• Major network design or configuration.
• Advanced firewall, routing, switching, or security configuration.
• Server administration or data-center engineering.
• Major hardware repair requiring specialized equipment.
• Electrical, cabling, or civil works.
• Software development or application engineering.
• Any activity requiring administrative access not authorized by the customer.

Any activity outside the agreed scope should be discussed and approved before additional work is performed.