Engineer - Desk Side Services, AMT Asset Management Software

Experience: 1 to 5 years

Location: Lucknow, India

Skills: Asset Management, ITIL, Windows OS, MS Office, O365, Active Directory, Exchange, Intune, Azure AD, Networking, IP, DNS, DHCP, ServiceNow, ManageEngine, Freshservice, Antivirus, Endpoint security tools, Customer service, Analytical skills, Problem-solving

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.

Key Responsibilities
1. Develop Code For Asset Management Projects Using Relevant Programming Languages And Technologies, Ensuring Adherence To Time, Quality, And Cost Standards.
2. Maintain Existing Asset Management Systems By Troubleshooting And Resolving Issues, Applying Strong Problem-Solving Skills To Ensure Service Continuity.
3. Collaborate With Clients To Gather New Feature Requests And Implement Enhancements In Asset Management Solutions, Ensuring Alignment With Client Needs And Best Practices.
4. Create And Maintain Comprehensive Documentation For Code, Processes, And System Configurations To Support Knowledge Sharing And Operational Efficiency.

Skill Requirements
1. Basic Understanding Of Asset Management Services And Related Technologies
2. Familiarity With Programming Languages Relevant To Asset Management Solutions
3.



Knowledge Of Troubleshooting Processes And Techniques For Resolving Software Issues
4. Strong Communication Skills For Collaboration With Clients And Documentation Purposes.

Other Requirements
1. Optional But Valuable: Itil Foundation Certification
2. Optional But Valuable: Certification In Asset Management Or Related Field

Position Summary
The Desktop Support Engineer (Service Desk) is responsible for providing technical assistance, troubleshooting, and support to end‑users across hardware, software, network, and application issues. This role ensures smooth IT operations, timely resolution of incidents, and high user satisfaction.

Key Responsibilities
1. User Support & Incident Management
Provide Level 1 & Level 2 technical support via phone, email, chat, or in‑person.
Log, track, and resolve incidents and service requests using the ITSM/Service Desk tool (e.g., ServiceNow, Jira Service Desk, ManageEngine).
Troubleshoot issues related to Windows/Mac OS, desktop/laptop hardware, printers, scanners, and peripherals.
Assist with password resets, account unlocks, and user onboarding/offboarding.

2. Hardware & Software Support
Install, configure, and maintain desktops, laptops, mobile devices, and related equipment.
Perform system updates, application installations, and software patching.
Replace faulty components and perform preventive maintenance.

3.



Network & Connectivity Support
Troubleshoot LAN/WAN, Wi-Fi, VPN connectivity issues.
Support basic network configurations and identify network‑related problems.

4. IT Administration & Documentation
Maintain inventory of IT assets, licenses, and equipment.
Update knowledge base articles, FAQs, and technical documentation.
Follow IT policies, security standards, and compliance guidelines.

5. Customer Service & Coordination
Maintain high professionalism and communication with end‑users.
Escalate unresolved issues to L3/Infrastructure/Network teams as required.
Provide remote support using tools like AnyDesk, TeamViewer, SCCM, Intune, or RDP.

Required Technical Skills
Strong knowledge of Windows OS (Windows 10/11), MS Office, and O365.
Familiarity with Active Directory, Exchange, Intune, Azure AD.
Basic understanding of networking concepts (IP, DNS, DHCP).
Experience with ticketing systems (ServiceNow, ManageEngine, Freshservice).
Hardware troubleshooting (RAM, HDD/SSD, motherboard, peripherals).
Knowledge of antivirus, endpoint security tools.

Soft Skills
Excellent communication and customer‑service skills.
Ability to prioritize tasks and work under pressure.
Solid analytical and problem‑solving abilities.
Team player with a proactive mindset.

Qualifications
Diploma / Graduate in IT, Computer Science, or related field.
Certifications preferred:
CompTIA A+
Microsoft Certified: Modern Desktop Administrator (MDAA)
ITIL Foundation

Experience
1–5 years of experience in Desktop Support / Service Desk environment (depending on role level).

📌 Engineer Desk Side Services, AMT Asset Management Software (Lucknow)
🏢 HCL Technologies
📍 Lucknow