Desk Side Services Engineer EUC & Smart Hands

Astreya; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Astreya is seeking a Desk Side Services Engineer to deliver dedicated onsite IT support in Bengaluru, India. You will be the primary contact for end-user issues spanning desktops, collaboration tools, AV/meeting room tech, printers and telephony.

This role requires strong customer focus and hands-on problem solving. You will manage incidents in ServiceNow/Jira, perform device imaging and provisioning, and assist with onboarding and workspace changes.

Qualifications

• 5–8 years of hands-on experience supporting enterprise desktops, laptops, mobiles and collaboration tools.
• Strong troubleshooting across Windows 10/11 and macOS environments.
• Experience with Microsoft 365, Teams, Outlook and modern endpoint management.
• Familiarity with meeting room tech, video conferencing, printers and enterprise telephony.
• Experience with ITSM/ticketing tools such as ServiceNow or Jira Service Management.

Responsibilities

• Provide onsite technical support for Windows, macOS, mobile devices and core enterprise apps.
• Manage incidents and service requests through the ticketing system to final resolution.
• Troubleshoot hardware, network and peripheral issues and escalate when needed.
• Perform imaging, provisioning, redeployment and secure disposal of devices.
• Set up new hires, workstation configuration and basic desk cabling.
• Maintain printers, AV devices and telephony tools and assist with room tech.
• Execute IMACD tickets for workplace IT assets.
• Deliver high-touch IT support for executives and leadership.
• Provide physical
• Smart Hands

Skills

Desktop support

Windows 10/11

macOS

Microsoft 365

Teams

Outlook

ITSM

ServiceNow

Jira Service Management

Smart Hands

Executive communication

Tools

ServiceNow

Job description

We are seeking a customer-focused Desk Side Services Engineer to provide dedicated onsite IT support and act as the primary point of contact and escalation for end-user technology issues. This role delivers hands-on support across endpoint hardware, collaboration tools, printing, AV/video conferencing, telephony, and workplace technologies while driving high user satisfaction and rapid issue resolution.

Key Responsibilities

• Provide onsite technical support for Windows, Mac, mobile devices, Microsoft 365, Teams, Outlook, and core enterprise applications.
• Manage the full lifecycle of incidents and service requests within the enterprise ticketing system (e.g., ServiceNow, Jira), taking ownership through final resolution.
• Troubleshoot hardware, software, network connectivity, and peripheral issues; route and escalated complex system problems to specialized engineering groups.
• Execute device imaging, user provisioning, system refreshes, hardware reclamation, redeployment, and secure disposal activities.
• Manage new-hire IT onboarding, physical workstation setups, desk cabling, and basic end-user orientation.
• Provide operational support and maintenance for network printers, video conferencing equipment, meeting room AV technologies, digital signage, and telephony tools.
• Execute IMACD (Install, Move, Add, Change, Dispose) tickets for workplace IT assets.
• Deliver white-glove, high-touch VIP and executive IT support for business leadership.
• Provide physical "Smart Hands" support for Network, Hosting, Infrastructure, and Project teamsincluding physical rack/stack, hardware installations, component replacements, structured cabling, and equipment moves.
• Maintain accurate hardware/software inventory records, configuration documentation, and technical knowledge base articles.
• Support site IT projects, facility moves, technology upgrades, and workplace change initiatives.

Required Qualifications & Skills

• 5 to 8 years of proven hands-on experience supporting enterprise desktop, laptop, mobile, and workplace collaboration platforms.
• Strong troubleshooting proficiency across both Windows 10/11 and macOS environments.
• Practical working knowledge of Microsoft 365, Teams, Outlook, and modern endpoint management platforms.
• Hands-on familiarity with meeting room technologies, video conferencing solutions, audiovisual systems, printers, and enterprise telephony.
• Experience using enterprise ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Remedy).
• Hands-on comfort providing physical "Smart Hands" assistance for network and server racks, structured cabling, and patching.
• Strong customer-centric mindset, executive presence, and clear verbal and written communication skills.