Create a better future Do you want to make a difference in the world and contribute to a sustainable future? We believe we can develop technology and gain the knowledge to make that difference. We have launched our ambition, Mission Zero – enabling our customers to move towards zero emissions in mining We need your leadership skills, curiosity, and drive for change to fulfil our goal. Together, we enable our customers to produce the materials needed for a better future. The IT Onsite Support Specialist provides advanced onsite technical support for employees and IT infrastructure across one or more assigned locations. This role serves as the primary onsite resource for all physical IT support activities and acts as the local extension of global IT teams, including Workplace Services, Network Services, and Platform Services. Unlike a traditional Help Desk or Level 1 support role, this position focuses on hands-on technical support, incident resolution, service request fulfillment, asset management, and onsite execution of IT initiatives requiring physical presence. The technician is responsible for maintaining a high level of customer satisfaction while ensuring adherence to global IT standards, processes, and service levels. The technician operates as an integral part of a globally distributed IT team and may be managed remotely by a regional or global IT Manager. This is a 100% onsite position.

KEY RESPONSIBILITIES
End User Support
• Resolve incidents and service requests assigned through ServiceNow, maintaining SLA compliance at all times.
• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, printers, and meeting room technologies.
• Diagnose and resolve hardware, software, and connectivity issues requiring onsite physical intervention.
• Coordinate with remote support teams and third-party vendors to resolve complex technical issues.
• Ensure timely resolution of assigned tickets and maintain accurate, up-to-date documentation in ServiceNow. Workplace Technology Support
• Support Windows and mobile device (iOS/Android) environments in compliance with enterprise standards.
• Deploy, configure, troubleshoot, and replace end-user hardware including laptops, desktops, and peripherals.
• Support conference rooms, audiovisual systems, printers, docking stations, and collaboration technologies (e.g., Microsoft Teams Rooms).
• Perform hardware lifecycle management activities, including device refreshes, upgrades, and decommissioning. Hands & Feet Support for Global IT Teams
• Act as the onsite physical representative for Network, Platform, Security, and Workplace teams.




• Execute physical tasks as directed by remote engineering teams, including: ◦ Server installations, replacements, and hardware diagnostics. ◦ Maintain and rotate backup media in tape libraries ◦ Network equipment installation, cable tracing, and connectivity verification. ◦ Rack and stack activities and cable management in data closets and server rooms. ◦ Equipment reboots and smart hands support for remote engineers. ◦ Physical patching, labeling, and port verification. Asset & Inventory Management
• Maintain accurate IT asset records within ServiceNow (CMDB / Asset Management module).
• Receive, inspect, register, and deploy new IT equipment; update inventory records upon delivery.
• Conduct periodic physical inventory audits and reconcile discrepancies with CMDB data.
• Manage stock levels of consumables and provide timely feedback on inventory requirements.
• Coordinate equipment disposal and asset recovery in accordance with company policies and data security standards. Employee Onboarding & Offboarding
• Prepare, configure, and deploy equipment for current hires; ensure day-one readiness in coordination with HR and People Operations.
• Recover devices, peripherals, and access cards from departing employees; wipe and reimage equipment per policy.
• Update asset records and maintain full compliance with asset management and data handling processes.
• Support employee moves, additions, and changes (MAC requests) requiring physical IT involvement. Site Operations Support
• Support local and global IT projects and initiatives that require onsite execution.
• Conduct IT site surveys and infrastructure assessments; document findings for remote engineering teams.
• Pack, label, and coordinate shipment and receipt of IT equipment between locations following logistics and security procedures.
• Assist with office expansions, relocations, and technology deployments.
• Support disaster recovery and business continuity activities when required. Documentation & Process Improvement
• Create and maintain technical documentation, runbooks, and knowledge base articles in ServiceNow or the designated knowledge platform.
• Identify recurring issues and recommend process improvements or permanent fixes to remote teams.




• Participate in process standardization and continuous improvement initiatives within the global IT team.
• Provide regular operational feedback to global IT teams regarding site-specific trends, challenges, and opportunities. REQUIRED QUALIFICATIONS Education
• Associate degree, technical diploma, or equivalent practical experience in Information Technology, Computer Science, or a related field. Experience
• Minimum 3–5 years of experience in IT support, desktop support, or a related technical role.
• Demonstrated experience providing onsite technical support in a corporate or enterprise environment.
• Hands-on experience with enterprise hardware, software, and end-user device management.
• Experience working with an ITSM ticketing system; ServiceNow strongly preferred.
• Experience with IT asset management processes and physical inventory management. Technical Skills
• Windows operating systems and Microsoft 365 suite.
• Desktop, laptop, and mobile device hardware troubleshooting (iOS and Android).
• Printers, multifunction devices, docking stations, and peripherals.
• Meeting room and collaboration technologies (Teams Rooms, Zoom Rooms, AV systems).
• Networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, VLANs, basic switching and cabling standards.
• IT asset management processes and ServiceNow Asset/CMDB modules.
• Incident, request, and change management processes (ITIL framework awareness). Language Skills
• Fluent in English — written and verbal — required for communication with global IT teams and ticket documentation.
• Native or business-level proficiency in the local language of the assigned site. Soft Skills
• Strong customer service orientation — treats every interaction as an opportunity to deliver an excellent experience.
• Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users.
• Ability to work independently with minimal supervision as part of a geographically distributed team.
• Strong organizational and time management skills; able to handle multiple open tickets and competing priorities.
• Strong problem-solving and troubleshooting abilities with a methodical, detail-oriented approach.
• Collaborative mindset; comfortable working across cultures and time zones.
• Professional demeanor with a positive, solution-focused attitude. Certifications (Preferred, Not Mandatory)
• CompTIA A+ — hardware and end user support foundation.
• ITIL Foundation — IT service management processes and best practices.
• Microsoft 365 / Windows Certified: Modern Desktop Administrator Associate.

📌 IT Onsite Support Specialist (Chennai)
🏢 Flsmidth
📍 Chennai