Desktop Engineer L1

Iron Systems, Inc; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Iron Systems, Inc in Mumbai, India seeks an experienced Desktop Support Engineer to handle field services, onsite support, and hands-on hardware issues across Windows 10/11, imaging projects, and collaboration tools. You will coordinate with multiple teams to ensure quick resolutions.

The role requires 6–8 years in field services, strong networking basics, and a proactive approach to problem solving, documentation, and customer service.

Qualifications

• Experience as Desktop Support Engineer or similar role.
• Good knowledge of Windows 10/11.
• Proven remote troubleshooting ability.
• Familiarity with Office 2016/Office 365.
• Ability to coordinate with multiple teams for quick resolutions.

Responsibilities

• Bulk refreshes and smarthands support at customer sites.
• Laptop provisioning and configuration for new starters.
• Asset management and hardware lifecycle support.
• Coordinate with Facility Management for on-site operations.
• Troubleshoot hardware and software issues across mobile/tablet devices.
• Maintain knowledge articles and contribute to process improvements.
• Support office moves, imaging, and OS deployment activities.

Skills

Desktop support

Windows OS

Remote troubleshooting

Networking basics

Documentation

Education

Bachelor's degree in IT

Tools

SCCM

Intune

OPK tools

PXE

DHCP

Job description

Job Description

• Technical Requirements Candidate must have 6 to 8 years in Field Services / Onsite Support Services


• PC/Mobile/Hardware Hands & Eyes Meeting Rooms & Events Support Smart Hands Collaboration & Telephony Equipment Office Moves. Hands-on Office Move Projects


• Good technical knowledge of Windows operating system (Windows 10 and 11)


• Knowledge on Microsoft Office 2016 (Office 365)


• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role


• Ability to perform remote troubleshooting and provide clear instructions


• Experience in Handling Windows Imaging Project


• Experience in software development, processes, and methods


• Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools etc.


• Ability to co-ordinate and interact with various teams to arrive at a quick resolution.


• Ability to organize workload for effective implementation.


• Ability to interact effectively at all levels with sensitivity to cultural diversity


• Ability to adapt new product support as organization evolves.


• Knowledge on SCCM and Intune administration


• Knowledge on mass OS deployments


• Experienced in maintaining multiple OS image and hardware models


• Experience in Microsoft’s OEM Pre-installation Kit (OPK) tools


• Knowledge of PXE and DHCP functionality

Soft Skills

• Strong interpersonal skills


• Good documentation skills


• Good working knowledge of MS OFFICE (Including MS Project and Visio)


• Able to handle unforeseen situations


• Excellent problem-solving and multitasking skills


• High level of acceptance


• Can drive value and its methodology


• Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.


• Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.


• Experience in the management of multi-discipline teams in distributed locations


• Demonstrable results in a business customer facing role, with a track record of delivering

Responsibilities

• Bulk refreshes (smarthands GLOPAS)


• Refresh PC support with individual user


• Management of existing Recycle cages at Customer sites


• Management of any existing Loaner lockers at Customer sites


• Coordination for Laptop provisioning to New starters


• Laptop configuration for New starters


• Assist with Problems – driver updates/patching/firmware


• BTO requirements


• Asset management


• Coordinate Asset repair and Break-fix with equipment provider


• Hardware storage utilizing Customer’s on-site storage provisions


• Couriers/packaging utilizing Customer’s on-site courier/packaging service


• Communicate designated points of contact at each site from Facility Management


• Coordinate goods receipt with on-site Facility Management


• Coordination and getting on-site assistance from Facility Management


• Desk setup/maintenance (In Country or FM)


• Hardware Troubleshooting (Mobile / Tablet)


• Software Troubleshooting (Mobile / Tablet)


• Issue handling


• Coordinate Ordering with Equipment/Service Provider


• Coordinate Returns with Equipment/Service Provider


• Networks, GLOPAS, Conferencing, Server/Storage, Printers


• Support any Crisis Management activity as per the plan and responsibilities mentioned for


• Support track and as may be required by other track.


• Defining and setting up a process for local announcements


• Marketing and branding for local announcements


• Content, format and medium of local announcements


• Planning the local announcement – date, time, venue and medium


• Making the local announcement with approved content, format and medium


• Change Advisory Board Meetings and Document Review


• Office Calls and Follow up actions


• Monthly performance reporting


• IT Induction of new users


• VIP Support (when a country has an IBA)


• Advance forecasting and notification of IBA


• User follow ups, escalations for tickets, email queries, complaints


• New Starter Tracking: Hardware Orders, AD Account & Phone


• Coordinating WEEE: \"Waste from Electrical and Electronic Equipment\" with Facility


• Management and 3rd party vendor


• Coordinating with facility management teams to ensure management of User guides


• Providing training and support for new employees (monthly)


• Assisting users in adapting to new technologies (scheduled quarterly connect session)


• SCCM & OS Troubleshooting


• License & Software Services Team Meetings


• Writing Knowledge Articles


• Reviewing aging articles


• Presenting knowledge items to team


• Reviewing and approving proposed or new Knowledge articles


• OS version updates and Profile recreations (Vulnerability tickets) – if central workplace services


• team is not able to deploy updates or create profile due to any reason


• General queue monitoring, dispatching tickets, problem tickets

Educational Qualification

Bachelor’s degree in technology OR equivalent higher education in I.T.

Trainings , Certification Relevant technical certifications, such as: CCNA/A++/Comptia