Information Technology Support Engineer

Job Title: Deskside Support

Location: India

Job Type: Remote

Required Language: Chines - Intermediate - Conversational

Role Summary

Looking for an L1 Deskside Engineer with 2–3 years of experience to provide first-line IT support. The role focuses on troubleshooting desktops, hardware, software, and basic network issues while ensuring smooth day-to-day IT operations and compliance with organizational policies.

Responsibilities

• Provide L1 support for Windows operating systems, software applications, and IT support tools.
• Troubleshoot and resolve issues with desktops, laptops, hardware components, memory modules, and peripherals.
• Handle basic end-user security issues, including antivirus and security practices.
• Ensure efficient performance and uptime of computers and network systems.
• Perform basic troubleshooting on network devices, datacenter equipment (UPS, PACs, cabling, power, etc.), and AV/telephony systems.
• Support installation, configuration, and basic troubleshooting of software, including GxP applications (in coordination with vendors).
• Collaborate with Site IT, Business Unit IT, and Regional Desktop leads to maintain service quality.
• Provide local application support to meet business needs as guided by IT leads.
• Take ownership of assigned IT tasks and deliver them within defined timelines.
• Manage IT asset inventory using available remote tools.
• Ensure compliance with organizational information security policies while supporting end-users.
• Prepare management-level IT support and performance reports.
• Provide mobile device support limited to SOP-based configurations.

Requirements:

• 2–3 years of IT support/helpdesk experience in an L1 role.
• Strong knowledge of Windows OS, hardware troubleshooting, and basic networking.
• Familiarity with GxP application installation and issue resolution.