Engineer - IT Support

Key Responsibilities:

• Oversee and manage the organizations end-user IT infrastructure, ensuring optimal performance and reliability.
• Administer and maintain Windows operating systems, ensuring system stability and efficiency.
• Provide support for end-user devices including desktops, laptops, and mobile devices, ensuring hardware and software are up-to-date.
• Support and maintain AV systems in meeting rooms and common areas, including setup, configuration, and troubleshooting.
• Install, configure, and troubleshoot networking devices
• Provide application support for tools such as Microsoft Outlook, Teams, and other productivity software.
• Maintain and manage security systems including CCTV and biometric access control systems.
• Manage Identity and Access Management (IAM) services including user account provisioning, group policies, and directory services (eg, Active Directory).
• Collaborate with cross-functional teams and communicate technical issues effectively to both technical and non-technical stakeholders.
• Manage End to end employee IT onboarding which includes to preparation and configuration of new laptop/system, user id creation, configuration, IT induction to familiarized user with companies IT and security policy and IT off boarding which includes asset custody to IT, user id deactivation , Mail backup.
• Co-ordinate with vendor, procurement and finance team for the IT assets like laptop, monitor, docking station, network devices and peripherals purchase this will include end to end procurement process for IT perspective like purchase request creation, invoice booking and payment release of vendors.
• Regularly update all the systems on -premise , AWS hosted and site locations and network devices like Firewall, Network switch.
• Manage and maintain ticketing tool for the daily users tickets using ticketing tools like Manage Engine Service Desk or ServiceNow.
• IT inventory and license management, regularly review IT inventory and keep it up to date.
• Demonstrate flexibility in work hours and responsibilities to meet the dynamic needs of the business.

Detailed Technical Responsibilities:

Help Desk Support

• Provide high-quality first and second-line technical support to internal users in both local and remote locations.
• Respond promptly to user queries and provide real-time assistance.
• Act as the central point of contact for all end-user IT support needs.

Hardware and Software Support

• Ensure proper functioning of hardware components and perform machine repairs, including diagnosing and replacing faulty components.
• Install, update, and troubleshoot software applications and desktop operating systems.
• Support all Windows services and desktop applications, including Exchange, Active Directory, and Microsoft Intune.

Security and Network Support

• Educate users on IT security best practices and address security concerns.
• Install, configure, and troubleshoot telecom and network devices.
• Participate in the development and maintenance of Active Directory group memberships and security policies.

Remote Assistance

• Provide IT support to users regardless of their physical location using remote access tools.
• Conduct remote and onsite troubleshooting and escalate unresolved issues to higher-level support when necessary.

Training and Documentation

• Conduct training sessions to improve user proficiency with IT systems and tools.
• Create and maintain technical documentation, manuals, and user guides.

System Maintenance and Imaging

• Perform regular maintenance and updates to all applications and desktop hardware.
• Create, test, and maintain workstation images for deployment.

Peripheral and Printer Support

• Configure and support printers and other peripherals in a Windows network environment.

Inventory and Asset Management

• Handle inventory and preparation of new and existing equipment.
• Collaborate with third-party IT vendors for procurement, installation, and maintenance of IT infrastructure and services.

Service Desk Operations

• Ensure all Service Desk tickets are handled efficiently and resolved or escalated as needed.
• Follow up with users to ensure issues are resolved and service quality is maintained.

Continuous Improvement

• Work with management to improve systems, processes, and user satisfaction.
• Adapt to changing business needs and contribute to IT strategy and planning.

Qualifications:

• Diploma/Degree, Any graduate
• Certification in computer hardware and networking
• 25 years of experience in IT support or a similar role.
• Strong knowledge of Windows and Linux operating systems.
• Hands-on experience with AV systems, networking equipment, and end-user support tools.
• Familiarity with IAM tools and directory services (eg, Active Directory).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Experience with ITSM tools and ticketing systems.