End User Services Support Engineer

TidyHire; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Aperam is hiring an End User Services Support Engineer to deliver hands-on IT user support globally. You will handle 1st and 2nd line issues for laptops, desktops, mobile devices, and standard software, ensuring smooth daily operations.

Role emphasizes strong customer service, issue diagnosis, and timely resolutions within SLAs, with collaboration across the Service Desk and End User Services teams.

Qualifications

• 3–5 years of proven IT support, service desk or desktop support experience.
• Strong Windows environment knowledge and familiarity with Microsoft 365.
• Experience with software deployments, SCCM and device management.

Responsibilities

• Provide 1st and 2nd line end-user IT support.
• Troubleshoot hardware, software, and device-related issues promptly.
• Escalate complex issues to specialized teams when needed.
• Maintain documentation and contribute to the knowledge base.
• Participate in on-call support if required.

Skills

IT Support

Service Desk

Desktop Support

Microsoft 365

SCCM

Intune

Tools

SCCM

Intune

Job description

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Skills & Keywords

Required Skills

IT Support Service Desk Desktop Support Microsoft 365 SCCM

Job Description

Role & responsibilities

Your mission

To ensure a seamless and productive IT experience for all Aperam employees, we are looking for an End User Services Support Engineer (1st & 2nd level support) who will provide hands-on user support and assist in maintaining our end-user IT services across the globe.

Your mission will be to:

• Provide first and second line support to end users for IT-related issues and service requests.
• Troubleshoot hardware, software, and device-related problems in a timely manner.
• Escalate complex or unresolved issues to 2nd line or specialized teams when required.
• Deliver a positive end-user experience through responsive and professional support.
• Work closely with the Service Desk and End User Services team to ensure smooth daily operations.

Your role

The End User Services Support Engineer (1st & 2nd Line) is responsible for providing day-to-day technical support to the Aperam user base.

You will handle incidents and service requests related to laptops, desktops, mobile devices, standard applications, and collaboration tools. The focus of this role is operational support, troubleshooting, and ensuring users can work effectively.

Key responsibilities include:

• Act as a first and second line support contact for end-user IT issues
• Diagnose and resolve hardware, software, printing, network, and device-related issues.
• Support user account management tasks (password resets, access requests, onboarding/offboarding support).
• Install, configure, and deploy end-user devices and standard software.
• Support software deployments via SCCM, Intune, or other managed platforms following established procedures.
• Log, track, and update incidents and service requests in the Service Desk tool.
• Ensure tickets are resolved within agreed SLAs and elevate when necessary.
• Assist with device lifecycle tasks such as preparation, replacement, and decommissioning.
• Maintain accurate documentation and contribute to knowledge base updates.
• Participate in on-call support if required.

Your profile

• Proven experience (3-5 years) in IT Support, Service Desk, or Desktop Support roles.
• Experience in providing 1st and/or 2nd line end-user support.
• Basic to good knowledge of Windows environments, Microsoft 365, and mobile devices.
• Experience with SCCM and/or Intune
• Experience using Service Desk or ticketing systems (e.g., ServiceNow).
• Strong troubleshooting and customer service skills.
• Clear communication skills and a user-focused mindset.
• Fluent in English. Other languages are a plus.
• Team player with a hands-on, proactive attitude.