Desktop Support Engineer

Excis Compliance; Sanand; On-site; INR 450,000 - 650,000; Full time

Job summary

Excis Compliance in India is seeking a proactive Desktop Support professional to deliver on-site IT incidents, VIP support, and end-user computing across our Sanand facilities.

You will manage devices from staging to retirement, maintain CMDB records, support POS and AV systems, and coordinate with remote teams to meet SLAs. The role requires strong customer service, English fluency, and the ability to work with vendors and stakeholders.

Qualifications

• Proven experience in Desktop Support / IT Support / End User Computing.
• Experience providing VIP / executive user support.
• Strong troubleshooting and client-side incident resolution skills.
• Fluent in English (and local language) for user interactions.
• Knowledge of Windows and macOS environments.
• Familiarity with Microsoft Office 365 and ITSM tools.

Responsibilities

• Independently troubleshoot and resolve onsite IT incidents and service requests.
• Provide VIP user support with professionalism and responsiveness.
• Deliver end-to-end support for Digital Bar / Walk-in Centres including quick fixes and device swaps.
• Support boutique IT environments, POS systems, peripherals, and AV equipment.
• Record tickets and ensure SLAs and KPIs are met; promote remote resolution when possible.

Skills

Desktop Support / IT Support

VIP / executive user support

Customer-facing communication

English fluency

Tools

Windows

macOS

Microsoft 365

ITSM tools

HAM processes

LAN/WAN

Job description

• Independently troubleshoot and resolve onsite IT incidents and service requests.
• Provide professional, responsive, and high-quality VIP user support.
• Deliver end-to-end support for Digital Bar / Walk-in Centres, including quick fixes and device swaps.
• Support Boutique IT environments and applications.
• Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
• Provide meeting room and AV support, including Microsoft Teams, Zoom, and other vendor equipment.
• Act as a hands-and-eyes support for server and network teams when required.
• Manage printer and MFP support, including coordination with remote support teams and external vendors.
• Support PC refresh and hardware replacement activities, including:
  • Device staging and testing
  • Device deployment and replacement
  • Planning and end-user communication
  • Data migration support, where applicable
  • Decommissioning and return of old devices
• Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.
• Maintain and manage local IT stock and inventory.
• Record tickets for all activities performed during routine onsite support operations.
• Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs.
• Promote remote resolution where possible to reduce unnecessary onsite dispatches.
• Educate users on available self-help options and remote support tools.
• Identify opportunities for automation and process optimization.
• Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.
• Support local IT projects, initiatives, and infrastructure activities.
• Handle technical escalations and coordinate with relevant support teams.
• Conduct end-user training and new-user induction sessions.
• Work closely with internal teams, vendors, and stakeholders to ensure timely resolution of technical issues.

Required Skills and Experience

• Proven experience in Desktop Support / IT Support / End User Computing.
• Strong troubleshooting and client-side incident resolution skills.
• Experience providing VIP / executive user support.
• Good knowledge of:
• Microsoft Windows
• macOS
• Microsoft Office 365
• ITSM tools and processes
• Workplace applications and support tools
• Experience with hardware, peripherals, printers, and workplace technologies.
• Knowledge of Hardware Asset Management (HAM) processes.
• Basic understanding of LAN/WAN technologies and server room equipment.
• Ability to prioritize tasks and manage multiple incidents and requests simultaneously.
• Strong customer-facing, interpersonal, and communication skills.
• Ability to work effectively with remote support teams, infrastructure teams, vendors, and end users.
• Fluent in English and the local language.
• Knowledge of ITIL processes is preferred.
• Strong focus on customer service, SLA adherence, documentation, and process compliance.

Key Competencies

• Excellent problem-solving and troubleshooting abilities
• Customer-focused approach
• Strong communication and interpersonal skills
• Ability to work independently and take ownership of issues
• Ability to work under pressure and manage competing priorities
• Attention to detail in ticketing, CMDB, and asset management
• Team collaboration and stakeholder management
• Proactive approach to identifying improvements and automation opportunities