IT Support Engineer

Preferable - Crafting Careers; Gurugram District; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Work with leading enterprise clients

Exposure to diverse IT infrastructure

Job summary

EIL Global is seeking a Desk Side Support (L1) engineer in Gurugram to provide on-site and remote IT support for desktops, laptops, and collaboration tools. The role involves OS installation, configuration, and troubleshooting, with focus on resolving issues at first contact.

You will engage with end users, manage accounts via Active Directory and Exchange, and support MS Teams and Office applications while following SLA-driven processes. The position is long-term with dispatch-style duties.

Qualifications

• 3+ years of desk-side IT support experience.
• Strong knowledge of Windows OS installation and configuration.
• Experience with AD, Exchange, Teams and MS Office.
• Printer configuration and basic hardware troubleshooting.
• Ability to resolve issues at first contact and escalate when needed.

Responsibilities

• OEM coordination and Break/Fix hardware repair.
• IMAC activities for end-user devices and video conferencing devices.
• Desktops/Laptops OS installation and configuration; verify hardware compatibility.
• Patch management and printer setup at sites in Gurgaon/Jhajjar.
• Active Directory, MS Teams, and Exchange user account administration.
• Remote and on-site support with escalation per SLA.
• Repair, upgrade, and restore workstations per SLAs using ITSM tools.
• Provide audio/video conference setup support and LCD projector connections.
• Backup management for endpoint systems and off-site recovery where needed.
• First contact remote support and diagnosis, with escalation to appropriate teams.

Skills

OS Installation

Active Directory

MS Exchange

MS Teams

MS Office

Printer setup

LAN/WAN patching

Remote support

First call resolution

MDM solution

AVD Client Suite

Tools

PC ITSM Toolset

Backup tool

AVD Client Suite

Job description

• OEM coordination and Break/Fix hardware repair
• IMAC (install, move, add, change) activities for end-user devices and Video conferencing devices
• Smart-Hands support where resolutions cannot be made remotely
• Infrastructure hands and feet support in key locations
• Back-up tape rotation and POC for off-site pick up
• Driver testing for PC laptop/desktops
• Workstation patching remediation
• Resources will prioritize responding to and resolving SLA-based assignments over other duties
• Work on tickets assigned through the PC ITSM Toolset. Technicians will manage the problem to resolution, according to the priority level assigned to the ticket and perform repairs, upgrades, and restores to the workstation as defined in SLAs.
• Providing Installation support for new Desktops & Laptops which shall include OS Installation, Power On Test, verification of Hardware configuration, OS configuration, configuring the old Lotus Notes mail client, configuring Outlook, configuring the MS Office Applications (as per provided standards), configuring the printers.
• Cable patching of LAN, WAN, Desktops, Laptops, Printers at the in-scope locations. Manage user permission to File share, backup management and patches management for servers hosted at Gurgaon, and Jhajjar.
• Users account creation and basic management via Active Directory, MS TEAMS and Exchange
• Providing support (including Installation support) for OS, MS Office, and MS Outlook Client, AVD Client Suite etc.
• Providing configuration and fine-tuning support for OS – Windows 10 & above
• Striving towards first call resolution & escalating unresolved problems as per the Escalation processes, through the Service Desk, keeping all relevant personnel in the communication loop.
• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
• Emergency recovery maintenance for Desktops and Laptops
• Configuring the printers and resolving printing problems of the users
• Providing support for audio & video conferencing set up, connecting Desktops/Laptops to LCD projectors & other collaboration tools (in scope for locations with onsite support only)
• Providing support for patch up gradation on Desktops and Laptops.
• Diagnosing & troubleshooting virus problems that can be fixed using anti-virus tool on the Desktops and Laptops.
• Providing first contact remote support for all calls initially.
• Providing configuration setup & troubleshooting support for iOS & Android devices via approved MDM solution.
• Providing initial diagnosis support for AVD, like checking connection type, client version, network latency, basic troubleshooting and escalation of unresolved issues to respective support team
• Providing support for LCD projectors, setting up and tuning them with systems
• Managing Endpoint systems backup via backup tool
• Building knowledge database for Infra team to support more effectively.

Mode: Dispatch - Casual Basis

Duration: Long term project - Minimum 6 months to 1 Year and it may extend depending on the status of the project

Role: L1 DSS (Desk side Support with basic network knowledge) - Desktop Engineer

Experience: 3+ Yrs

Why Join EIL Global?

• Work with leading enterprise clients across various industries.
• Opportunity to gain exposure to diverse IT infrastructure projects.