Information Technology Support Engineer

Hero Vired; Thane; On-site; INR 420,000 - 650,000; Full time

Job summary

Hero Vired, part of the Hero Group, is seeking an IT Support Engineer to provide day-to-day desk-side and remote IT support for office-based and remote staff. You will manage end-user devices, applications, networks, and IT assets to ensure smooth operations.

The ideal candidate has 4–8 years of desktop support experience, strong troubleshooting, and familiarity with Windows 10/11, macOS, Microsoft 365, AD, and security tooling.

Qualifications

• Strong knowledge of Windows 10/11 and macOS.
• Hands-on desktop and laptop troubleshooting.
• Experience with Microsoft 365 administration & support.
• Familiarity with networking basics and security fundamentals.

Responsibilities

• Provide L1/L2 technical support to employees in-person, by phone, email, and remote channels.
• Troubleshoot and resolve hardware, software, OS, and application issues.
• Support office-based and remote employees across locations.
• Ensure timely resolution of IT tickets within defined SLAs.
• Assist users with password resets, account access issues, and system configurations.
• Configure and deploy laptops/desktops and peripherals for new hires.
• Perform OS installation, software deployment, and device setup.
• Diagnose and repair hardware issues (laptops/desktops/printers).
• Manage device upgrades, replacements, and preventive maintenance.
• Install, configure, and update Windows/macOS, Microsoft 365 apps, antivirus/endpoint security.

Skills

Windows 10/11

macOS

Microsoft 365 admin

Networking basics

Active Directory

Endpoint security

MDM (Samsung Knox)

IT asset management

Job description

Would you like to be part of an exciting, innovative, and high-growth startup from one of the largest and most well-respected business houses in the country - the Hero Group?

Hero Viredis a premiumlearning experience offeringindustry-relevant programs and world-class partnerships, to create the change-makers of tomorrow.

At Hero Vired, webelieve everyone is made of big things.With the experience, knowledge, and expertise of the Hero Group, Hero Vired is on a mission to change the way we learn. Hero Vired aims to give learners the knowledge, skills, and expertise throughdeeply engaged and holistic experiences, closely mapped with industry to empower them to transform their aspirations into reality. The focus will be on disrupting and reimagining university education & skilling for working professionals by offering high-impact online certification and degree programs.

The illustrious and renowned US$5 billion diversified Hero Group is a conglomerate of Indian companies with primary interests and operations in automotive manufacturing, financing, renewable energy, electronics manufacturing, and education. The Hero Group (BML Munjal family) companies include Hero MotoCorp, Hero FinCorp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and the BML Munjal University.

Job Title: IT Support Engineer

Experience Required: 4 to 8 Years

Employment Type: Full-Time

Working Days : 6 Days (Monday to Saturday)

Job Summary

The Desktop Support Engineer will be responsible for providing day-to-day IT support to office-based and remote employees, ensuring smooth functioning of end-user computing devices, applications, networks, and IT assets. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and hands-on experience in desktop support, hardware management, inventory management, and endpoint device administration.

Key Responsibilities

End User Support

• Provide L1/L2 technical support to employees through in-person, phone, email, and remote support channels.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Support office-based users as well as remote employees across multiple locations.
• Ensure timely resolution of IT tickets and service requests within defined SLAs.
• Assist users with password resets, account access issues, and system configurations.

Laptop & Desktop Management

• Configure and deploy laptops, desktops, and peripherals for new employees.
• Perform system imaging, operating system installation, software deployment, and device setup.
• Diagnose and repair hardware issues related to laptops, desktops, printers, docking stations, monitors, and accessories.
• Manage device upgrades, replacements, and preventive maintenance activities.

Software Support

• Install, configure, and troubleshoot Windows and macOS operating systems.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Install, configure, and update antivirus and endpoint security solutions.
• Ensure devices remain updated with required patches and software updates.

Network & Access Support

• Troubleshoot basic LAN, WAN, Wi-Fi, and VPN connectivity issues.
• Assist users with network access, printer connectivity, and shared resource access.
• Coordinate with network and infrastructure teams for escalated issues.

IT Asset & Inventory Management

• Maintain accurate records of IT assets, including laptops, desktops, monitors, mobile devices, and accessories.
• Track asset allocation, returns, repairs, and disposal processes.
• Conduct periodic asset audits and inventory reconciliation.
• Maintain documentation related to asset lifecycle management.

Device Management & Mobility

• Support Mobile Device Management (MDM) platforms, preferably Samsung Knox.
• Assist in enrollment, configuration, troubleshooting, and compliance monitoring of managed devices.
• Support corporate mobile devices and SIM management activities when required.

Asset Dispatch & Logistics

• Coordinate dispatch and retrieval of laptops, mobile devices, and accessories for remote employees.
• Ensure proper packaging, documentation, and tracking of dispatched assets.
• Coordinate with courier vendors and maintain dispatch records.

Documentation & Process Compliance

• Maintain standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles.
• Document recurring issues and provide recommendations for process improvements.
• Ensure compliance with IT security policies and asset management processes.

Required Skills & Qualifications

Technical Skills

• Strong knowledge of Windows 10/11 and macOS operating systems.
• Hands-on experience with laptop and desktop troubleshooting.
• Knowledge of Microsoft 365 administration and support.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi).
• Experience with Active Directory and user account management.
• Understanding of endpoint security and antivirus solutions.
• Experience with MDM solutions, preferably Samsung Knox.
• Knowledge of IT asset management and inventory tracking tools.
• Ability to work independently and collaboratively within a team environment.

Preferred Experience

• 4–8 years of experience in Desktop Support, IT Support, or End User Computing roles.
• Experience supporting both office-based and remote work environments.
• Experience handling IT asset management, inventory management, and device deployment at scale.