KEY RESPONSIBILITIES
-Serve as the local IT SPOC at the assigned branch location for all end-user IT incidents and service requests
-Timely resolution of tickets via ITIL/ITSM tools including password resets, software troubleshooting, and hardware repairs
-Image, configure, and install laptops, desktops, mobile devices, and peripherals (printers, scanners)
-Troubleshoot VPN, Wi-Fi, Ethernet, and conferencing systems (e.g., MS Teams Rooms)
-Manage user onboarding/offboarding: provisioning accounts and ensuring appropriate access rights
- Perform diagnosis of hardware issues and replacement of faulty components (RAM, HDD/SSD,keyboard, battery, motherboard, etc.)
-Coordinate with OEM vendors for warranty claims and follow up to resolution
- Conduct preventive hardware health checks on a periodic basis
- Maintain asset tagging, verification, and inventory reconciliation for all in-scope assets at the location
-Ensure devices meet security standards including patch management, antivirus updates, and data protection
-Track asset movements and update asset CI information in the asset management tool
-Create knowledge base articles, user guides,



and FAQs for common issues
-Escalate unresolvable incidents to L2/L3 teams or OEM vendors with full incident details
-Provide incident resolution reports and user sign-off before ticket closure
-Coordinate with HSI NOC for remote resolution of incidents/alerts

QUALIFICATIONS & EXPERIENCE REQUIRED
Graduate/Diploma in IT, Computer Science, or Electronics
2-5 years of experience in desktop support or field engineering roles
Hands-on experience with Windows OS, MS Office, and hardware components
Ability to handle basic network troubleshooting (LAN, Wi-Fi, VPN)
Experience with asset management and ticketing tools
Good communication skills in English and local language
Willingness to work in a 9x6 shift pattern (6 days a week)
Ability to work independently at a branch location with remote team coordination

PREFERRED / VALUABLE TO HAVE
Experience in BFSI or Insurance sector IT support
ITIL Foundation Certification
CompTIA A+ or equivalent hardware certification

Knowledge of AV tools and endpoint security practices

📌 End User Support Engineer (Chennai)
🏢 Hitachi Systems
📍 Chennai