Desktop EUC L1 Professional

Iron Systems; Pune District; On-site; INR 350,000 - 650,000; Full time

Job summary

Iron Systems is seeking a skilled IT/Desktop Support specialist to manage end-user devices, handle IMAC activities, and provide frontline desk-side support across the Pune region. The role includes incident resolution, patching, and hardware maintenance for Windows and macOS systems.

You will monitor security, support remote management, and act as an onsite point of contact for IT issues when other teams are unavailable. A strong ITIL background is required.

Qualifications

• Experience delivering End-User/Desktop support.
• Familiarity with desktop hardware and software.
• Knowledge of Windows 7 and macOS is a plus.
• Experience with ITIL processes and incident management.

Responsibilities

• Manage desktop device incidents through to resolution.
• Handle IMAC and desktop support services.
• Maintain desktop images and software on field/user devices.
• Monitor security and anti-virus on desktops; enforce policies.
• Provide VIP desk-side support when required.
• Coordinate with vendors for hardware replacements and spares.
• Analyze calls to identify training or automation needs.
• Assist with patching and software upgrades on desktops.

Skills

End-user support

Break-fix

Desk-side support

Windows/macOS

Networking basics

IT service desk

Incident management

ServiceNow

Software upgrades

ITIL/IMAC

Education

Associate degree in electronics

Bachelor's degree preferred

Tools

ServiceNow

Active Directory

VPN

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 Users) 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 limited to, patch updates, hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice 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 the point of contact at the site for all IT-related issues if no other IT support team is unavailable, like for MI calls.

Requirements:

• Knowledge and experience on the Windows 7 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: ServiceNow
• 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; Bachelors Degree preferred.

Mandatory Skills

• Desktop/End-User Support
• Break-fix
• Desk-side
• Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices)
• IT Service Desk/Incident Management
• Network Compute Support
• Software Installation Upgrades
• ITIL/IMAC