Deskside Support Engineer

As a Deskside Support Engineer, your role involves providing on-site technical support, troubleshooting hardware and software issues, and ensuring smooth end-user computing operations. Your responsibilities include: - Performing first-level Operating System and Hardware troubleshooting for Windows desktops and laptops. - Handling software break-fix support for standard and specialized business applications. - Installing, uninstalling, or reconfiguring supported software as required to resolve incidents. - Building or rebuilding workstation images and reinstalling software as part of system recovery. - Providing remote and telephone support to end-users as necessary. - Delivering VIP / Executive support with priority handling and timely resolution. In addition, you will be responsible for: - Ensuring Windows patch management, antivirus, and encryption compliance. - Performing desktop/laptop patch updates using automated tools or manual methods when required. - Maintaining and managing supported EUC software for smooth service delivery. - Supporting in application installations, configurations, and troubleshooting by coordinating with central/local application teams. - Handling mobile and iOS device configuration for email and security settings. - Managing printer configurations, user access to MPS/MFD devices, and coordinating with third-party vendors for any device issues. Furthermore, you will be involved in: - Logging, tracking, and resolving incidents/service requests within defined SLAs. - Escalating issues to relevant resolver groups when remote resolution is not feasible. - Providing Hands & Feet support for coordination with infrastructure teams. - Coordinating with OEMs for hardware repair or replacement. - Ensuring end-to-end incident closure and user communication. - Capturing user feedback for resolved tickets. Your key skills and competencies should include: - Strong knowledge of Windows OS troubleshooting, software installation, and configuration. - Hands-on experience with EUC tools, Active Directory, and remote desktop tools. - Experience in patch management, AV updates, and encryption tools. - Knowledge of mobile device configuration (Android/iOS). - Familiarity with VC systems, printers, and scanners. - Excellent communication, coordination, and customer service skills. - Ability to handle high-priority VIP users and work under tight timelines. You should also exhibit behavioral competencies such as: - Strong ownership and accountability. - Customer-focused and proactive attitude. - Excellent problem-solving and analytical skills. - Team player with good collaboration and coordination abilities. - Adherence to confidentiality and compliance standards. Education and experience required for this role: - Bachelors degree / Diploma in Computer Science, IT, or a related field. - 3-6 years of experience in Deskside or IT Support. - Industry certifications like MCSA / MCITP / ITIL / CompTIA A+ / N+ are preferred.,