Support Engineer

EIL Global; Kachchh; On-site; INR 558,000 - 781,000; Part time

Job summary

EIL Global is seeking a Desk-side Support Engineer (L1) to join a long-term dispatch-based project in Gujarat, India. You will provide on-site desktop and network-related support, perform IMAC activities, and handle routine OS, Office, and collaboration tool configurations.

The role emphasizes SLA-based ticket resolution, on-site hardware repair, and coordination for enterprise clients across multiple locations.

Qualifications

• 3+ years of experience as a DSS/Desktop Engineer or similar role.
• Proficient with Windows OS and MS Office applications.
• Familiarity with Active Directory, MS Teams and Exchange basics.

Responsibilities

• Perform IMAC activities (install, move, add, change) for end-user devices and video conferencing devices.
• Provide casual-dispash mode on-site support and Smart-Hands support when remote resolution is not possible.
• Handle workstation patching, OS installations, and baseline configuration per standards.
• Troubleshoot and resolve SLA-based tickets, aiming for first contact resolution.
• Assist with LAN/WAN cable patching and printer setup at in-scope locations.
• Manage user accounts in Active Directory and provide basic management tasks.
• Support for OS and MS Office configurations, including Outlook setup and AVD Client Suite.

Job description

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, Chennai 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.