IT Support Engineer

Support & Operations

• Provide onsite support for Customer offices as needed.
• Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks.
• Facilitate employee onboardings and offboardings.
• Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
• Provide technical support for desktops, laptops, printers, scanners, and other end-user devices.
• Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests.
• Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
• Deliver timely resolution while maintaining high customer satisfaction.

Ticket & Service Management

• Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
• Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures.
• Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
• Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.

System & Software Administration

• Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops.
• Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
• Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses.
• Configure user profiles, email accounts, and basic system policies as required.

Network & Connectivity Support

• Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
• Configure and support network and local printers.
• Coordinate with network and security teams for escalations related to infrastructure issues.

Asset, Inventory & Lifecycle Management

• Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal.
• Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc.
• Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
• Support e-waste management and e-recycling activities in compliance with company policies.

User Lifecycle Management

• Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery.
• Ensure data security and compliance during employee exits by following standard IT procedures.

Compliance, Documentation & Continuous Improvement

• Follow IT policies, security standards, and compliance requirements.
• Create and update technical documentation, SOPs, and knowledge base articles.
• Proactively identify opportunities to improve processes, automation, and service delivery.
• Collaborate with cross-functional IT teams for projects, upgrades, and rollouts.