IT Service Engineer

Ocugen; Hyderabad; On-site; INR 520,000 - 720,000; Full time

Job summary

Ocugen in Hyderabad, Telangana, India seeks an IT Service Engineer to ensure smooth daily IT operations and deliver timely technical support to employees while maintaining IT infrastructure. You will handle hardware, software, network issues, manage user accounts, coordinate with vendors, monitor security and backups, and support meetings with AV equipment to provide a reliable end-user experience.

This onsite role requires collaboration with facilities and IT teams to maintain a seamless IT

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.

Responsibilities

• Provide first-level technical support to employees for hardware, software, network, email, and IT-related issues, ensuring timely resolution.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Set up workstations, user accounts, email IDs, and system access for new employees, and ensure timely deactivation during employee separation.
• Respond to and resolve IT support requests through the organization's helpdesk or ticketing system within defined service levels.
• Monitor, maintain, and troubleshoot office IT infrastructure, including LAN/Wi-Fi connectivity, internet access, and conferencing equipment.
• Manage IT assets, including procurement support, inventory tracking, software licensing, warranty records, and periodic asset verification.
• Experience on SharePoint access permissions and Microsoft Intune, Microsoft Entra ID and Microsoft 365 admin centre
• Install, update, and maintain operating systems, business applications, antivirus software, and security patches on end-user devices.
• Coordinate with external IT vendors and service providers for hardware repairs, AMC support, software installations, and issue resolution.
• Maintain accurate documentation of IT assets, support tickets, system configurations, SOPs, and user manuals.
• Ensure compliance with IT security policies by implementing user access controls, password management, data backup, and endpoint security practices.
• Provide technical support for meeting rooms, audio-visual equipment, video conferencing platforms, and office IT infrastructure during business meetings and events.
• Identify opportunities to improve IT support processes, enhance user experience, and contribute to the efficient and reliable operation of the organization’s IT environment.
• Escalate complex technical issues to internal teams or external vendors when required and ensure timely follow-up until resolution.

Education

Bachelor's degree in computer science, Information Technology, or a related field

Job description

Job title : IT Service Engineer

Reports to : VP Operations

1. JOB Purpose

The IT Service Engineer will be responsible for ensuring smooth day-to-day IT operations by providing timely and effective technical support to employees across the organization. The role involves resolving hardware, software, network, and system-related issues, managing IT assets, supporting employee onboarding and offboarding, and maintaining IT infrastructure to ensure uninterrupted business operations and seamless end-user experience.

This position is located in Hyderabad, Telangana, India

2. DUTIES AND RESPONSIBILITIES

• Provide first-level technical support to employees for hardware, software, network, email, and IT-related issues, ensuring timely resolution.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Set up workstations, user accounts, email IDs, and system access for new employees, and ensure timely deactivation during employee separation.
• Respond to and resolve IT support requests through the organization's helpdesk or ticketing system within defined service levels.
• Monitor, maintain, and troubleshoot office IT infrastructure, including LAN/Wi-Fi connectivity, internet access, and conferencing equipment.
• Manage IT assets, including procurement support, inventory tracking, software licensing, warranty records, and periodic asset verification.
• Experience on SharePoint access permissions and Microsoft Intune, Microsoft Entra ID and Microsoft 365 admin centre
• Install, update, and maintain operating systems, business applications, antivirus software, and security patches on end-user devices.
• Coordinate with external IT vendors and service providers for hardware repairs, AMC support, software installations, and issue resolution.
• Maintain accurate documentation of IT assets, support tickets, system configurations, standard operating procedures (SOPs), and user manuals.
• Ensure compliance with IT security policies by implementing user access controls, password management, data backup, and endpoint security practices.
• Provide technical support for meeting rooms, audio-visual equipment, video conferencing platforms, and office IT infrastructure during business meetings and events.
• Identify opportunities to improve IT support processes, enhance user experience, and contribute to the efficient and reliable operation of the organization’s IT environment.
• Escalate complex technical issues to internal teams or external vendors when required and ensure timely follow-up until resolution.

3. QUALIFICATIONS

• Bachelors degree in computer science, Information Technology, or a related field.

4. EXPERIENCE

• 2 - 5 years of experience in IT Support, Helpdesk, Desktop Support or End-User Computing.

5. PHYSICAL REQUIRMENT

This is a largely sedentary role.

• This position is fully officebased (onsite).
• Job may require availability beyond standard working hours to support priority business needs, audits, or inspections.

6. DIRECT REPORT

NA