Gurugram, Haryana
Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
The Field Support Engineer is responsible for delivering advanced technical support and providing on-site assistance for the organization’s IT infrastructure, end-user devices, and enterprise applications. This position plays a critical role in troubleshooting complex technical issues, performing equipment installations, and ensuring service continuity in accordance with established organizational standards Work in close collaboration with Site Leads to address site-specific IT requirements.
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.
Respond to escalations from Level 1 (L1) support and resolve complex technical problems efficiently. • Deliver hands-on support for a variety of hardware, software, and network components within the IT environment. • Possess strong experience with ServiceNow, maintain proper ticket hygiene, and ensure timely updates and follow-ups. • Perform IMAC (Install, Move, Add, Change) activities related to end-user devices and peripheral equipment. • Manage operating system deployments, apply patches, and handle configuration updates as needed. • Support enterprise collaboration tools, including but not limited to Outlook and Teams. • Maintain thorough and accurate documentation for incidents, resolutions, and standard operating procedures. • Collaborate closely with Subject Matter Experts (SMEs), network teams, and external vendors to facilitate issue resolution. • Participate in project rollouts, system migrations, and software or hardware upgrades. • Oversee and manage stock inventory details for IT assets. • Ensure timely onboarding of new hires, including device provisioning and setup. • Conduct offboarding processes and follow up with users to retrieve organizational assets. • Actively coordinate with Hardware Asset Management (HAM) teams on device refresh initiatives.
Skill Requirements
1. In-Depth Knowledge Of Asset Management Services And Tools.
2. Strong Analytical And Problem-Solving Skills.
3. Proficient In Ticketing Systems And Incident Management Processes.
4. Excellent Communication And Interpersonal Skills.
Demonstrated expertise in troubleshooting hardware, operating systems (Windows/MAC), and foundational network issues. • Practical experience with imaging tools, Autopilot, and endpoint management solutions. • Familiarity with ITIL processes and experience using ticketing tools such as ServiceNow. • Excellent communication skills coupled with a strong commitment to customer service. • Ability to work independently and effectively manage priorities within a dynamic work environment
Other Requirements
1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)
Willingness to travel to client sites as required by project or support needs. • Flexibility to work in shifts or to extend working hours during critical incidents • Certifications such as ITIL, Microsoft, or Cisco are considered advantageous
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