Position Summary

The
IT Support Services Technician
provides Tier 2 and Tier 3 technical support for endpoint devices and user-facing technologies. This role delivers advanced troubleshooting, deskside support, device lifecycle management, and resolution for complex issues escalated from Frontline Support while coordinating with platform teams when issues require platform-level changes.

Essential Duties and Responsibilities
- Provide Tier 2 and Tier 3 technical support for endpoint devices including desktops, laptops, peripherals, and related hardware.
- Perform deskside troubleshooting and in-person technical support for complex user issues.
- Diagnose and resolve advanced issues involving workstation configuration, operating systems, identity integration, productivity platforms, and user-facing cloud applications.
- Manage endpoint device provisioning, imaging, configuration, deployment, and lifecycle activities.
- Support implementation of endpoint policies and configuration standards within enterprise management platforms.




- Coordinate with Frontline Support to ensure smooth handoff and documentation of escalated issues.
- Escalate platform-level configuration, identity architecture, network infrastructure, or cloud service issues to appropriate Primary Owners in accordance with documented ownership boundaries.
- Maintain accurate documentation of incidents, device configurations, and resolutions within the IT Service Management platform.
- Support onboarding and offboarding activities related to device deployment and recovery.
- Contribute to knowledge base documentation and continuous improvement of support processes.
- Operate in alignment with established governance models and avoid unauthorized configuration changes outside EUC scope.

Experience (Minimum):
2–4 years of experience in endpoint support, deskside services, or technical support in an enterprise workplace. Relevant hands-on experience may be considered in lieu of formal education.

Experienc

📌 Information Technology Support Engineer (Pimpri-Chinchwad)
🏢 Ensylon
📍 Pimpri-Chinchwad