ROLE SUMMARY

The Onsite End User Support Engineer provides hands-on IT support at Customer's branch offices across India, covering a total user base of 8,269 end users. This role handles incident resolution, hardware and software deployment, asset management, and coordination with L2/L3 teams and OEM vendors to ensure seamless IT operations at branch level.

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

- Valuable 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 / GOOD 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

📌 Desktop Support Engineer (Dahej)
🏢 Hitachi Systems
📍 Dahej