Position: IT Support Engineer- L2

Ref. Code: IIS/AC-C/IN-HT/ITSEL2-2024

 

Role & Responsibilities-

Specialists provide comprehensive desk-side support services for standard computing environments, including hardware devices, software applications, and related peripherals for Customer users. Their responsibilities include:

  • Supporting User Computing Devices: Addressing issues related to all user computing devices, public computer devices, and associated peripherals, including third-party supplier equipment.
  • Managing Computer Equipment and Software: Configuring and maintaining computer operating system settings and approved software applications to ensure optimal performance for Customer users.
  • Troubleshooting and Diagnosing Issues: Diagnosing and resolving events impacting the computing environment, including hardware malfunctions for end users, and striving to resolve issues promptly.
  • Supporting Service Requests: Assisting with tasks assigned by customer service teams or IT backend teams that require on-site intervention. This includes addressing service requests related to the computing environment of Customer’s end users.
  • Onboarding and Equipment Delivery: Facilitating the deployment of new computer equipment for newly hired users and replacing outdated computer configurations.
  • Managing Expired Equipment: Inspecting and recycling expired computer equipment, temporarily storing it in the local site warehouse, or arranging for its transfer to other Customer sites.
  • Coordinating Hardware Repairs: Resolving hardware failures, coordinating on-site repairs with third-party suppliers, and assisting users in submitting work orders for hardware troubleshooting.
  • Resolving OS and Software Issues: Identifying and resolving desktop operating system issues, installing or reinstalling applications, and managing system registrations and activations as needed.
  • Assisting Users with Service Requests: Guiding users through the submission of service requests and addressing IT-related inquiries.
  • Arranging Technical Support Visits: Coordinating with end users or on-site staff to schedule technical support visits in response to escalated service requests or incidents.
  • Documenting Software Changes: Recording all software additions or deletions in accordance with Customer’s policies, standards, and authorization processes, ensuring user agreement.
  • Guiding Users to Resources: Advising users on where to access official documents or self-service application links.
  • Maintaining and Testing Equipment: Checking settings, testing computer equipment, and performing necessary factory resets, including device driver and firmware updates to resolve or prevent issues.
  • Handling Data Backups: When replacing equipment or software, managing data backup processes in line with Customer’s policies, ensuring secure storage of replaced hardware for a two-week period at on-site facilities.
  • Data Recovery Coordination: In cases where business-related data cannot be retrieved from storage devices or backups, assisting with data recovery efforts and coordinating with third-party data recovery specialists as necessary, with costs agreed upon in advance by Customer and the third-party suppliers.
  • Obtaining User Acknowledgment: Securing user acknowledgment for resolved incidents or service requests.
  • Providing Feedback: Communicating incident and service request resolution outcomes to Customer’s Service Coordinator in a timely manner.
  • Managing Equipment Logistics: Coordinating logistics to avoid unnecessary transportation of equipment.
  • Scheduling Support Visits: If an end user is unavailable, explaining the situation and arranging a suitable time for subsequent support.

 

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree preferred.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
  • Good Exposure on IT Infrastructure domain is required
  • Excellent problem-solving and analytical skills

 

Location– Bangalore/Chennai/Vadodara

Email : careers@intuitorit.com

Apply Now