Facility IT Support

Shahi; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Shahi in Bangalore is seeking a Factory IT Support Engineer to provide hands-on L1 IT support at the factory site. You will handle end-user computing, network devices, printers, and biometric systems while enforcing IT policies and guiding daily operations.

The role requires 1–3 years of experience, a diploma or degree in CS/IT, and hands-on knowledge of Windows and Linux. You will also train staff and collaborate with the IT Lead on process improvements and infrastructure upgrades.

Qualifications

• Diploma or degree in CS/IT.
• Experience with Windows and Linux operating systems.
• Strong knowledge of basic network troubleshooting and LAN/WAN configurations.
• Experience in IT hardware support and networking best practices.

Responsibilities

• Provide daily L1 support for laptops, desktops, printers, tablets, and biometric systems across factory operations.
• Log, update, and resolve tickets on the IT Helpdesk portal within defined SLAs.
• Track and manage factory PC/laptop IT assets using Asset Management tools.
• Monitor local network activity and assist in virus/threat mitigation.
• Follow SOPs for daily and weekly system maintenance routines; assist in LAN/WAN config and troubleshooting.
• Train factory staff on using the IT helpdesk portal and standard software tools; share best practices.
• Analyze recurring issues to identify root causes and work with IT Lead on fixes; share ground-level feedback to improve IT processes.

Skills

Windows OS

Linux OS

Networking basics

Hardware support

IT Helpdesk

Education

Diploma or Degree in CS/IT

Tools

Asset Management Tools

Job description

Job Title: Factory IT Support Engineer
Location: Bangalore
Department: Information Technology (IT)
Experience Level: 1 - 3 Years
Employment Type: Full-time

We are seeking a proactive and skilled Factory IT Support Engineer to join our IT operations team in Bangalore. In this role, you will be responsible for providing hands‑on L1 technical support across our factory site, ensuring seamless performance for end‑user computing, network infrastructure, and peripheral devices. You will play a pivotal role in maintaining daily operational routines, enforcing IT policies, and supporting continuous technical improvement across the plant.

Key Responsibilities

• Technical Support & Incident Management:
  • Provide daily L1 support for laptops, desktops, printers, tablets, and biometric systems across factory operations.
    
  • Promptly log, update, and resolve tickets on the IT Helpdesk portal within defined SLAs.
    
  • Track and manage factory PC/laptop IT assets using Asset Management (AM) tools.
    
• Network & Systems Administration:
  • Monitor local network activity and assist in virus/threat mitigation.
    
  • Follow established SOPs for daily and weekly system maintenance routines.
    
  • Assist in basic configuration and troubleshooting of LAN/WAN, routers, and firewalls.
    
• User Training & Process Optimization:
  • Train factory staff and non‑staff on using the IT helpdesk portal and standard software tools.
    
  • Educate users on best practices and quick troubleshooting tips for common technical issues.
    
  • Analyze recurring issues to identify root causes and collaborate with the IT Lead to implement permanent fixes.
    
  • Share ground‑level feedback and suggestions to improve IT processes and infrastructure.
    

Required Qualifications & Skills

• Education: Diploma or Degree in Computer Science, Information Technology, or a related field.
  
• Technical Skills:
  • Strong knowledge of PC and desktop hardware components.
    
  • Hands‑on proficiency in Windows and Linux operating systems.
    
  • Solid understanding of basic network troubleshooting and LAN/WAN configurations.
    
  • Practical experience with IT hardware support and networking best practices.
    
• Behavioral Competencies:
  • Excellent problem‑solving and analytical skills.
    
  • Strong planning, prioritization, and time management skills to work effectively with minimal supervision.
    
  • Professional demeanor and strong communication skills to interact with internal business stakeholders.
    
  • Ability to collaborate smoothly in team environments with technical and non‑technical staff.
    

Performance Evaluation (KRAs)

• SLA Adherence: First response within 120 minutes; ticket resolution within 1 business day.
  
• Quality Assurance: Minimize ticket reopen rates.
  
• Process Improvement: Conceptualize and execute at least 1 process or cost‑saving initiative per quarter.
  
• User Satisfaction: Maintain high CSAT scores from factory end‑users.
  

Career Growth Opportunities

This role offers a clear path toward managing complete IT infrastructure operations across multiple factory locations as your domain expertise grows.