Job Summary
The Engineer will provide high-quality onsite IT support services to end users, ensuring timely resolution of incidents and service requests. The role requires strong technical expertise, excellent customer service skills, and adherence to defined SLA commitments. The engineer will act as the primary point of contact for deskside support and coordinate with internal IT teams and third-party stakeholders to deliver effective solutions.
Key Responsibilities
1. Incident & Service Request Management • Provide onsite/deskside support for incident resolution and service requests. • Diagnose, troubleshoot, and resolve hardware, software, and network-related issues. • Ensure all incidents and service requests are logged, tracked, and updated in the ticketing system (ServiceNow). • Follow SLA timelines and ensure timely closure with user confirmation. 2. Hardware & Software Support • Install, configure, and troubleshoot desktops, laptops, printers, and peripherals (Dell/HP/Lenovo). • Perform OS support (Windows, macOS) and software installation/configuration. • Execute tech refresh activities, including device upgrades and replacements. • Provide mobile device support (iOS/Android), including MDM tools (Intune). 3. Onsite Operations & Asset Management • Manage IT assets including tracking, stockroom inventory, and documentation. • Coordinate device deployment, collection, and lifecycle management. • Perform routine maintenance and ensure equipment readiness. 4. Audio-Visual (AV) & Meeting Room Support • Support AV infrastructure including projectors, conferencing systems, microphones, and displays. • Setup and support meetings, video conferencing, and collaboration tools. • Perform testing, troubleshooting, and coordination with OEM vendors for AV systems. • Ensure meeting rooms and AV equipment are fully operational and presentable. 5. Coordination & Escalation • Work closely with internal IT teams (Network, Server, AV, Security) and external vendors. • Escalate unresolved issues to higher support levels as per defined processes. • Act as a liaison between users and backend support teams. 6. Compliance & Documentation • Maintain accurate records of incidents, assets, and support activities. • Adhere to customer policies, SOPs, and governance standards. • Provide reporting support using tools like Excel (if required). ________________________________________ Required Skills & Competencies • Strong troubleshooting and analytical skills. • Customer-focused mindset with excellent communication skills. • Ability to work independently and within a team environment. • High level of accountability and attention to detail. • Capability to manage multiple tasks and priorities effectively. ________________________________________ Technical Skills • Desktop Support (Windows, macOS environments) • Hardware troubleshooting (Laptops, Desktops, Printers) • Mobile Device Management (Intune) • Networking basics (connectivity troubleshooting) • Ticketing tools (ServiceNow or equivalent) • Microsoft tools (Excel, Word) • Video conferencing and AV systems support • Basic server-side maintenance (patching/upgrades
Skill Requirements
Minimum 3+ years of experience in Deskside/Onsite IT Support. • Experience working in third-party/vendor support environments is preferred. • Technical diploma/degree or equivalent experience. • Relevant certifications (e.g., Microsoft, ITIL, hardware certifications) are an advantage. • Proven track record in delivering customer-facing IT support services. • Ability to lift IT equipment (up to ~30 lbs) when required. • Flexibility to support business hours, shifts, or on-call support (if applicable). • Strong interpersonal skills to handle end-user interactions professionally.
Other Requirements
Adherence to SLA and quality standards • First-time resolution and user satisfaction • Effective coordination with stakeholders • Accurate documentation and reporting