KEY RESPONSIBILITIES

- Independently troubleshoot and resolve onsite IT incidents and service requests.
- Provide professional, responsive, and high-quality VIP user support.
- Deliver end-to-end support for Digital Bar / Walk-in Centres, including quick fixes and device swaps.
- Support Boutique IT environments and applications.
- Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
- Provide meeting room and AV support, including Microsoft Teams, Zoom, and other vendor equipment.
- Act as a hands-and-eyes support for server and network teams when required.
- Manage printer and MFP support, including coordination with remote support teams and external vendors.
- Support PC refresh and hardware replacement activities, including:
- Device staging and testing
- Device deployment and replacement
- Planning and end-user communication
- Data migration support, where applicable
- Decommissioning and return of old devices
- Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.
- Maintain and manage local IT stock and inventory.
- Record tickets for all activities performed during routine onsite support operations.
- Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs.
- Promote remote resolution where possible to reduce unnecessary onsite dispatches.
- Educate users on available self-help options and remote support tools.
- Identify opportunities for automation and process optimization.
- Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.
- Support local IT projects, initiatives, and infrastructure activities.




- Handle technical escalations and coordinate with relevant support teams.
- Conduct end-user training and new-user induction sessions.
- Work closely with internal teams, vendors, and stakeholders to ensure timely resolution of technical issues.

REQUIRED SKILLS AND EXPERIENCE

- Proven experience in Desktop Support / IT Support / End User Computing.
- Strong troubleshooting and client-side incident resolution skills.
- Experience providing VIP / executive user support.
- Valuable knowledge of:
- Microsoft Windows
- macOS
- Microsoft Office 365
- ITSM tools and processes
- Workplace applications and support tools
- Experience with hardware, peripherals, printers, and workplace technologies.
- Knowledge of Hardware Asset Management (HAM) processes.
- Basic understanding of LAN/WAN technologies and server room equipment.
- Ability to prioritize tasks and manage multiple incidents and requests simultaneously.
- Strong customer-facing, interpersonal, and communication skills.
- Ability to work effectively with remote support teams, infrastructure teams, vendors, and end users.
- Fluent in English and the local language.
- Knowledge of ITIL processes is preferred.
- Strong focus on customer service, SLA adherence, documentation, and process compliance.

KEY COMPETENCIES

- Excellent problem-solving and troubleshooting abilities
- Customer-focused approach
- Strong communication and interpersonal skills
- Ability to work independently and take ownership of issues
- Ability to work under pressure and manage competing priorities
- Attention to detail in ticketing, CMDB, and asset management
- Team collaboration and stakeholder management
- Proactive approach to identifying improvements and automation opportunities

📌 Desktop Support Engineer (Sanand)
🏢 Excis Compliance
📍 Sanand