Desktop Support Engineer

ROLE SUMMARY

The Onsite End User Support Engineer provides hands-on IT support at Customer's branch offices across India, covering a total user base of 8,269 end users. This role handles incident resolution, hardware and software deployment, asset management, and coordination with L2/L3 teams and OEM vendors to ensure seamless IT operations at branch level.

KEY RESPONSIBILITIES

• Serve as the local IT SPOC at the assigned branch location for all end-user IT incidents and service requests

• Timely resolution of tickets via ITIL/ITSM tools including password resets, software troubleshooting, and hardware repairs

• Image, configure, and install laptops, desktops, mobile devices, and peripherals (printers, scanners)

• Troubleshoot VPN, Wi-Fi, Ethernet, and conferencing systems (e.g., MS Teams Rooms)

• Manage user onboarding/offboarding: provisioning accounts and ensuring appropriate access rights

• Perform diagnosis of hardware issues and replacement of faulty components (RAM, HDD/SSD, keyboard, battery, motherboard, etc.)

• Coordinate with OEM vendors for warranty claims and follow up to resolution

• Conduct preventive hardware health checks on a periodic basis

• Maintain asset tagging, verification, and inventory reconciliation for all in-scope assets at the location

• Ensure devices meet security standards including patch management, antivirus updates, and data protection

• Track asset movements and update asset CI information in the asset management tool

• Create knowledge base articles, user guides, and FAQs for common issues

• Escalate unresolvable incidents to L2/L3 teams or OEM vendors with full incident details

• Provide incident resolution reports and user sign-off before ticket closure

• Coordinate with HSI NOC for remote resolution of incidents/alerts

QUALIFICATIONS & EXPERIENCE REQUIRED

• Graduate/Diploma in IT, Computer Science, or Electronics

• 2-5 years of experience in desktop support or field engineering roles

• Hands-on experience with Windows OS, MS Office, and hardware components

• Ability to handle basic network troubleshooting (LAN, Wi-Fi, VPN)

• Experience with asset management and ticketing tools

• Good communication skills in English and local language

• Willingness to work in a 9x6 shift pattern (6 days a week)

• Ability to work independently at a branch location with remote team coordination

PREFERRED / GOOD TO HAVE

• Experience in BFSI or Insurance sector IT support

• ITIL Foundation Certification

• CompTIA A+ or equivalent hardware certification

• Knowledge of AV tools and endpoint security practices