| Pune, MaharashtraMumbai, Maharashtra
Job Summary
The Onsite Support Engineer provides end‑user IT support at client locations, ensuring smooth functioning of workplace IT infrastructure, handling incidents, service requests, and providing hands-on support for hardware, software, and network issues.
Key Responsibilities
1. End User & Desktop Support Provide day-to-day onsite technical support for desktops, laptops, printers, and peripherals Troubleshoot issues related to hardware, OS, and enterprise applications Handle incident resolution via ticketing tools (e.g., ServiceNow) Perform device imaging, build, and rebuild activities 2. Incident & Service Request Management Receive, log, and resolve user issues in ticketing systems Ensure SLA compliance for incident resolution Escalate complex issues to L2/L3 teams as needed 3. Hardware & Asset Management Manage IT assets lifecycle (allocation, tracking, audits) Coordinate warranty and vendor support for repairs Maintain accurate updates in CMDB / Asset Management systems 4. Hands & Feet Support (Infra Support) Provide basic network, server, telecom “hands & feet” support Assist in cable patching, switch connectivity, AP checks Support troubleshooting under guidance of L2/L3 teams 5. Workplace & Mobility Support Support Windows, Mac OS, mobile devices (iOS/Android) Assist users with Office 365, Outlook, collaboration tools Handle device onboarding / setup for new joiners 6. IMACD & Lifecycle Activities Perform Install, Move, Add, Change, Dispose (IMACD) services Handle workstation upgrades, deployments, and refresh cycles 7. Vendor & Stakeholder Coordination Work with third-party vendors for issue resolution Coordinate with internal IT teams and customer stakeholders Provide regular status
Skill Requirements
Mandatory Skills Strong knowledge of: Windows OS, O365, Active Directory Desktop / laptop troubleshooting Basic networking (DNS, DHCP, TCP/IP) Experience in ticketing tools (ServiceNow or similar) Good communication & customer handling skills Experience & Qualification 1–3 years (L1/L2) or 3–5 years (L2/L3 roles) Bachelor’s degree in IT / Computer Science (preferred) Certifications (optional): CompTIA A+, ITIL Soft Skills Customer-centric approach Problem-solving & troubleshooting mindset Ability to work in fast-paced onsite environment Team collaboration & flexibility
Other Requirements
Timely incident resolution within SLA High user satisfaction Accurate documentation & ticket closure Compliance with security and audit requirements
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