Desktop EUC L1

Iron Systems, Inc; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Iron Systems, Inc in Mumbai seeks a desktop support specialist to manage desktop incidents, IMAC activities, and end-user hardware lifecycles including remote device management. You will ensure proper desktop images, patching, and hardware refreshes across the fleet.

The role requires Windows 7/10/11 expertise, AD and VPN familiarity, ServiceNow proficiency, and ITIL process knowledge. Expect VIP desk-side support and collaboration with global IT teams.

Qualifications

• Experience with Windows 7/10/11 OS and desktop support.
• Experience with ITIL Incident/Change/Problem/Service Request processes.
• Familiarity with AD and VPN for remote access.
• Knowledge of desktop imaging, patching, and hardware replacements.

Responsibilities

• Resolve desktop device incidents through to resolution, including hardware and software.
• Manage IMAC and desktop support services and ensure secure configurations.
• Monitor security profiles and anti-virus on desktop devices and enforce policy.
• Provide VIP desk-side support and be the site contact when needed.
• Analyze Service Desk data to identify training and automation opportunities.

Skills

Windows OS support

AD knowledge

MAC devices support

ServiceNow

EUC tools

MS Office / Outlook

VPN support

ITIL processes

Remote support tools

Mobile device support

Education

Associate degree in electronics

Bachelor's degree preferred

Tools

ServiceNow

Remote support tools

EUC tools

Job description

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desktop support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the desktop, to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for desk-side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Requirements

• Knowledge and experience with Windows 7, 10, and 11 OS
• Good to have—knowledge in AD and smart hands and feet support.
• Good to have—knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool – ex: Service now
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.