End User Computing/ Desktop Support / Network Support

Thompsons Hr Consulting; Navi Mumbai, Pune District, Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Thompsons Hr Consulting is seeking an IT Facility Management Services (FMS) Support Engineer L2 in Navi Mumbai. The role involves providing day-to-day on-site IT support for end users, assets, networks and critical GMP applications, ensuring IT standards are met.

The candidate should have 7+ years of experience in End User Computing and related IT operations, with a Diploma/degree in CS/IT and ITIL Foundation preferred.

Qualifications

• Experience in End User Computing, Desktop and Network Support.
• Familiarity with GMP/GxP compliance requirements.

Responsibilities

• Provide Level-2 on-site support for desktops, laptops, printers and mobile devices.
• Diagnose and resolve hardware/software incidents and ensure SLA compliance.
• Support Windows OS and standard business applications.

Skills

Desktop Support

Windows OS

Microsoft 365

LAN/WAN Troubleshooting

IT Asset Mgmt

GxP Compliance

ITSM Tools

Application Installation

User Training

Education

Bachelor's Degree / Diploma in Computer Science, IT, Electronics, or equivalent

Tools

ITSM Tools

Backup Verification Tools

Job description

JD - IT Facility Management Services (FMS) Support Engineer L2

Experience

Minimum 7 years of experience in End User Computing, Desktop Support, Network Support,

and Pharmaceutical IT Operations.

Qualification

• Bachelor's Degree / Diploma in Computer Science, IT, Electronics, or equivalent.
• ITIL Foundation certification preferred.

Job Purpose

Provide day-to-day onsite IT operational support for end users, IT assets, networks, and business-

critical applications while ensuring compliance with GxP and corporate IT standards.

Key Responsibilities

End User Support

• Provide Level-2 support for desktops, laptops, printers, scanners, and mobile devices.
• Diagnose and resolve hardware and software incidents.
• Support Windows operating systems and standard business applications.
• Manage user accounts and access requests.

Hardware Asset Management

• Installation, deployment, and replacement of IT hardware.
• Maintain IT asset inventory and lifecycle records.
• Coordinate repair, warranty, and vendor support activities.
• Perform periodic asset verification and reconciliation.

Network Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, and connectivity issues.
• Coordinate with infrastructure teams for network escalations.
• Support meeting room and conferencing technologies.

Application Installation & Qualification

• Install, configure, and support approved applications.
• Assist in application qualification and validation activities for GxP systems.
• Maintain installation and qualification records.

Incident & Ticket Management

• Handle incidents and service requests through ITSM tools.
• Ensure SLA compliance.
• Provide timely updates and resolution documentation.
• Escalate issues appropriately.

QMS Compliance

• Initiate and support:
• Incidents
• Deviations
• Change Controls
• CAPAs
• Follow IT operational and compliance procedures.

Backup Verification Support

• Assist in backup verification activities.
• Participate in recovery testing activities where applicable.

Routine Troubleshooting

• Hardware troubleshooting.
• Network troubleshooting.
• Software troubleshooting.
• User access and authentication support.
• Peripheral device support.

Audit & Inspection Readiness

• Maintain IT records and documentation.
• Support GMP audits and regulatory inspections.
• Ensure all assigned systems remain compliant and inspection-ready.

Required Skills

• Desktop & Laptop Support
• Windows OS Administration
• Microsoft 365 Support
• LAN/WAN Troubleshooting
• IT Hardware Management

• Ticket Management Systems
• GxP Compliance Awareness
• Application Installation & Qualification
• Asset Management
• User Support & Training

Key Performance Indicators (KPIs)

• Ticket SLA Compliance > 95%
• First Time Resolution Rate
• Backup Verification Compliance
• Audit Observation Closure
• Asset Inventory Accuracy
• Patch & Antivirus Compliance
• User Satisfaction Score