Job Description

KEY RESPONSIBILITIES

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




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

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

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- Excellent problem-solving and troubleshooting abilities
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- Customer-focused approach
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- Strong communication and interpersonal skills
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- Ability to work independently and take ownership of issues
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- Ability to work under pressure and manage competing priorities
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- Attention to detail in ticketing, CMDB, and asset management
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- Team collaboration and stakeholder management
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- Proactive approach to identifying improvements and automation opportunities
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📌 Desktop Support Engineer (Ahmedabad)
🏢 Excis Compliance
📍 Ahmedabad