Job Description
Job Description: OEM coordination and Break/Fix hardware repair
IMAC (install, move, add, change) activities for end-user devices and Video conferencing devices
Smart-Hands support where resolutions cannot be made remotely
Infrastructure hands and feet support in key locations
Back-up tape rotation and POC for off-site pick up
Driver testing for PC laptop/desktops
Workstation patching remediation
Resources will prioritize responding to and resolving SLA-based assignments over other duties
Work on tickets assigned through the PC ITSM Toolset. Technicians will manage the problem to resolution, according to the priority level assigned to the ticket and perform repairs, upgrades, and restores to the workstation as defined in SLAs.
Providing Installation support for current Desktops & Laptops which shall include OS Installation, Power On Test, verification of Hardware configuration, OS configuration, configuring the old Lotus Notes mail client, configuring Outlook, configuring the MS Office Applications (as per provided standards), configuring the printers.
Cable patching of LAN, WAN, Desktops, Laptops, Printers at the in-scope locations. Manage user permission to File share, backup management and patches management for servers hosted at Gurgaon, Chennai and Jhajjar
Users account creation and basic management via Active Directory, MS TEAMS and Exchange
Providing support (including Installation support) for OS, MS Office, and MS Outlook Client, AVD Client Suite etc.
Providing configuration and fine-tuning support for OS – Windows 10 & above
Striving towards first call resolution & escalating unresolved problems as per the Escalation processes, through the Service Desk, keeping all relevant personnel in the communication loop.
Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
Emergency recovery maintenance for Desktops and Laptops
Configuring the printers and resolving printing problems of the users
Providing support for audio & video conferencing set up,



connecting Desktops/Laptops to LCD projectors & other collaboration tools (in scope for locations with onsite support only)
Providing support for patch up gradation on Desktops and Laptops.
Diagnosing & troubleshooting virus problems that can be fixed using anti-virus tool on the Desktops and Laptops.
Providing first contact remote support for all calls initially.
Providing configuration setup & troubleshooting support for iOS & Android devices via approved MDM solution.
Providing initial diagnosis support for AVD, like checking connection type, client version, network latency, basic troubleshooting and escalation of unresolved issues to respective support team
Providing support for LCD projectors, setting up and tuning them with systems
Managing Endpoint systems backup via backup tool
Building knowledge database for Infra team to support more effectively.
Mode: Dispatch - Casual Basis
Duration: Long term project - Minimum 6 months to 1 Year and it may extend depending on the status of the project
Role: L1 DSS (Desk side Support with basic network knowledge) - Desktop Engineer
Experience: 3+ Yrs
Why Join EIL Global?
Work with leading enterprise clients across various industries.
Opportunity to gain exposure to diverse IT infrastructure projects.
Interested?
Please send your updated CV to
We look forward to hearing from you!
Requirements
3+ years of experience in L1 desk-side/Desktop Support or Desktop Engineering, Break/fix diagnosis, repair, upgrades, restores, and emergency recovery for desktops and laptops, IMAC support for end-user devices and video conferencing equipment, OEM coordination and hardware repair management,



Smart-hands and infrastructure hands-and-feet support at onsite locations, SLA-driven ticket prioritization, ownership, resolution, and escalation, Experience working with PC ITSM/ticketing tools and maintaining accurate incident records, First-contact and remote technical support with a focus on first-call resolution, Windows 10 and later OS installation, configuration, fine-tuning, patching, and troubleshooting, Desktop and laptop hardware configuration verification, power-on testing, driver testing, and remediation, Microsoft Office application installation and configuration, Microsoft Outlook client installation, configuration, and troubleshooting, Basic Lotus Notes mail client configuration, AVD client installation, configuration, initial diagnosis, connectivity checks, client version checks, latency checks, and escalation, Active Directory user account creation and basic administration, Basic Microsoft Exchange and Microsoft Teams account management, User permissions management for file shares, Server patch and backup management for hosted infrastructure, LAN/WAN, desktop, laptop, and printer cable patching, Printer installation, configuration, connectivity troubleshooting, and print issue resolution, Audio/video conferencing setup and troubleshooting, Connecting computers to LCD projectors and other collaboration tools, LCD projector setup, tuning, and troubleshooting, iOS and Android device configuration and troubleshooting through an approved MDM solution, Endpoint backup management using backup tools, Backup tape rotation and coordination with off-site pickup providers, Workstation and endpoint patching and upgrade support, Virus and malware troubleshooting using approved antivirus tools, Incident downtime diagnosis, verification, notification, recording, and reporting, Knowledge-base documentation for infrastructure support teams, Ability to follow escalation procedures and keep relevant stakeholders informed, Basic network troubleshooting knowledge, Availability for long-term dispatch/casual onsite support engagement of at least 6 months

📌 Support Engineer (India)
🏢 Preferable.Ai
📍 India