Desktop Support Engineer

Excis; North Goa; On-site; INR 400,000 - 600,000; Full time

Job summary

Excis in Goa is seeking an on-site IT support specialist to resolve on-site incidents, support VIP users, and manage end-to-end Digital Bar/walk-in centre support. The role includes quick-fix and device swaps, POS and AV support, and collaboration with server and network teams.

Responsibilities cover printer/MFP management, device refresh, data migration support, CMDB updates, and user education on remote tools. Fluency in English and local language required.

Qualifications

• Strong troubleshooting and client-side incident resolution skills.
• Experience supporting VIP users.
• Good understanding of Windows, macOS, Office 365, ITSM and other workplace applications and tools.
• Knowledge of HAM processes
• Ability to prioritise tasks and manage multiple activities.
• Strong customer-facing and communication skills.
• LAN/WAN and server room equipment fundamentals knowledge.
• Fluent in English and local language.

Responsibilities

• Independently resolve on-site incidents and service requests.
• Provide VIP user support with professionalism and urgency.
• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and device swaps.
• Support Boutique IT environments and applications.
• Hands-on support for POS systems, barcode scanners and payment peripherals.
• Perform meeting room & AV support (Teams, Zoom, vendor equipments).
• Act as hands-and-eyes support for server / network teams.
• Manage printer and MFP support, including remote support team and vendor coordination.
• Support PC refresh activities: device staging, testing and replacement; planning and end user communication; data migration support.
• Decommissioning and return of old devices, CMDB updates, educate users on self-help tools, highlight automation opportunities, and collaborate to automate recurring onsite activities.
• Record tickets for every activity and ensure SLA/KPI adherence.

Skills

Troubleshooting

VIP user support

Windows

macOS

Office 365

ITSM knowledge

Communication

LAN/WAN basics

Job description

Key Responsibilities

• Independently resolve on-site incidents and service requests


• Provide VIP user support with professionalism and urgency


• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and device swaps


• Support Boutique IT environments and applications


• Hands-on support for POS systems, barcode scanners and payment peripherals


• Perform meeting room & AV support (Teams, Zoom, other vendor equipments)


• Act as hands-and-eyes support for server / network teams


• Manage printer and MFP support, including remote support team and vendor coordination


• Support PC refresh activities:
  
  
  
  • Device stagging, testing and replacement
  
  
  • Planning and end user communication
  
  
  • Data migration support (where applicable)
  
  
  • Decommissioning and return of old devices
  
  
  
  


• Ensure accurate CMDB and asset updates during moves, changes and refresh


• Educate users on self-help options and remote support tools.


• Highlight automation opportunities to achieve optimization and efficiency goals.


• Collaborate with relevant teams to automate recurring onsite support activities, including device management, printing, meeting room coordination, and server support.


• Record tickets for every activity performed during routine on-site support operations.


• Ensure compliance with service level agreements (SLAs) and key performance indicator (KPI) objectives.


• Promote remote resolution to reduce unnecessary dispatch visits


• Support local IT project activities and initiatives


• Handle escalations


• Local stock management


• End user trainings and new user induction trainings

Required Skills

• Strong troubleshooting and client-side incident resolution skills


• Experience supporting VIP users


• Good understanding of Windows, macOS, Office 365, ITSM and other workplace applications and tools


• Knowledge of HAM processes


• Ability to prioritise tasks and manage multiple activities


• Strong customer-facing and communication skills


• LAN/WAN and server room equipments fundamentals knowledge


• Fluent in English and local language


• ITIL process knowledge preferred