Desktop Support Engineer

Hitachi Systems; Dahej; On-site; INR 300,000 - 500,000; Full time

Job summary

Hitachi Systems is seeking an Onsite End User Support Engineer to provide hands-on IT support at branch offices across India, covering 8,269 end users. You will resolve incidents, deploy hardware/software, manage assets, and coordinate with L2/L3 teams and OEM vendors to ensure smooth IT operations at the branch level.

The role requires 2–5 years of desktop support experience, strong Windows and MS Office skills, and the ability to work in a 9x6 shift pattern 6 days a week.

Qualifications

• Graduate/Diploma in IT, Computer Science, or Electronics.
• 2–5 years of desktop support or field engineering experience.
• Hands-on with Windows OS, MS Office and hardware components.
• Basic network troubleshooting (LAN, Wi‑Fi, VPN).
• Experience with asset management and ticketing tools.
• Good communication in English and local language.

Responsibilities

• Serve as the local IT SPOC at the assigned branch for end-user incidents and requests.
• Resolve tickets via ITIL/ITSM tools including password resets and troubleshooting.
• Image, configure, and install laptops, desktops, mobile devices and peripherals.
• Troubleshoot VPN, Wi‑Fi, Ethernet and conferencing systems.
• Coordinate with OEM vendors for warranty claims and follow‑up.
• Maintain asset tagging, inventory reconciliation and health checks.
• Create knowledge base articles and user guides for common issues.
• Escalate unresolved incidents to L2/L3 teams with full details.

Skills

Windows OS

MS Office

Hardware components

Network basics

Asset management

Ticketing tools

Communication in English & local语言

Education

Graduate/Diploma in IT/CS/Electronics

Tools

ITSM tools

Asset management tools

Job description

ROLE SUMMARY

The Onsite End User Support Engineer provides hands-on IT support at Customer's branch offices across India, covering a total user base of 8,269 end users. This role handles incident resolution, hardware and software deployment, asset management, and coordination with L2/L3 teams and OEM vendors to ensure seamless IT operations at branch level.

KEY RESPONSIBILITIES

• Serve as the local IT SPOC at the assigned branch location for all end-user IT incidents and service requests
• Timely resolution of tickets via ITIL/ITSM tools including password resets, software troubleshooting, and hardware repairs
• Image, configure, and install laptops, desktops, mobile devices, and peripherals (printers, scanners)
• Troubleshoot VPN, Wi-Fi, Ethernet, and conferencing systems (e.g., MS Teams Rooms)
• Manage user onboarding/offboarding: provisioning accounts and ensuring appropriate access rights
• Perform diagnosis of hardware issues and replacement of faulty components (RAM, HDD/SSD, keyboard, battery, motherboard, etc.)
• Coordinate with OEM vendors for warranty claims and follow up to resolution
• Conduct preventive hardware health checks on a periodic basis
• Maintain asset tagging, verification, and inventory reconciliation for all in-scope assets at the location
• Ensure devices meet security standards including patch management, antivirus updates, and data protection
• Track asset movements and update asset CI information in the asset management tool
• Create knowledge base articles, user guides, and FAQs for common issues
• Escalate unresolvable incidents to L2/L3 teams or OEM vendors with full incident details
• Provide incident resolution reports and user sign-off before ticket closure
• Coordinate with HSI NOC for remote resolution of incidents/alerts

QUALIFICATIONS & EXPERIENCE REQUIRED

• Graduate/Diploma in IT, Computer Science, or Electronics
• 2-5 years of experience in desktop support or field engineering roles
• Hands-on experience with Windows OS, MS Office, and hardware components
• Ability to handle basic network troubleshooting (LAN, Wi-Fi, VPN)
• Experience with asset management and ticketing tools
• Good communication skills in English and local language
• Willingness to work in a 9x6 shift pattern (6 days a week)
• Ability to work independently at a branch location with remote team coordination

PREFERRED / GOOD TO HAVE

• Experience in BFSI or Insurance sector IT support
• ITIL Foundation Certification
• CompTIA A+ or equivalent hardware certification
• Knowledge of AV tools and endpoint security practices