We are looking for experienced Onsite Support Engineer providing L1/L2 remote and onsite IT support, SLA-driven incident management, AVD support, reporting and trend analysis, asset documentation, and ITSM-compliant BAU and project support.
Mandatory Skill(s)
- Degree or Diploma in Computer Science, Information Technology, Engineering, or equivalent;
- Minimum 2–3 years of experience in IT onsite/service desk support;
- Strong knowledge of modern IT workplace environments (laptops, desktops, printers, IP phones, smart devices, networking equipment, Office applications);
- Hands-on experience with Active Directory and end-user account administration;
- Experience supporting Azure Virtual Desktop (AVD/WVD);
- Familiar with ITIL processes (Incident, Change, Problem Management);
- Experience with SaaS ITSM tools such as ServiceNow;
- Strong troubleshooting, analytical, and documentation skills;
- Good communication skills with the ability to liaise effectively with stakeholders;
- Ability to multitask and manage SLA-driven environments.
Desirable Skill(s)
- ITIL Certification;
- Experience with ServiceNow, Remedy, or Remedyforce;
- Knowledge of MS Intune and Microsoft SharePoint;
- Mac OS and JAMF experience;
- Experience supporting AV/meeting room systems;
- Experience in IT asset inventory management;
- Exposure to IT risk, security, and audit compliance.
Responsibilities
- Provide Level 1 and Level 2 remote and onsite support for hardware, software, email, printers, IP phones, smart devices, and network-related services;
- Troubleshoot and support Azure Virtual Desktop (AVD) access and BAU issues;
- Perform workstation setup, relocation, and desk configuration;
- Assist in meeting room and teleconference setup; coordinate with vendors and facility teams for issue resolution;
- Monitor, analyze, and report on incident trends; identify root causes and recommend improvements;
- Create and deliver SLA performance dashboards and reports as required;
- Escalate complex issues according to defined ITSM processes;
- Maintain accurate hardware and software inventory records and documentation;
- Ensure compliance with IT Service Management and IT Risk & Security policies;
- Contribute to knowledge sharing through documentation and knowledge base updates;
- Provide 24/7 standby support for VIP users when required;
- Support IT-related project initiatives and perform ad-hoc IT tasks as assigned.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Dharshini Kumar at Dharshini.K@sciente.com quoting the job title.
