Smart Hands / IT Support Engineer L2

Position:

Experience:

Location:

Budget:

Employment Type:

*IMMIDIATE JOINERS*

Qualification & Certifications

• Graduate

  OR

  3-Year Diploma in

  Electronics & Communication Engineering

  or

  Computer Engineering

  .

• ITIL v3 / v4

  training mandatory; certification is an added advantage.
• Excellent

  domain knowledge

  and

  technical orientation

  .

Key Responsibilities

1. Incident & Service Request (SR) Management

• Manage incidents and service requests through CRM tools (e.g.,

  ServiceNow

  ).
• Ensure timely updates, resolution, and closure of tickets in compliance with SLA.

2. End User Experience Management

• Provide professional and prompt support to end users.
• Maintain high-quality interaction standards and ensure user satisfaction.

3. Executive Support & Experience Management

• Deliver premium technical support to executives and VIP users.
• Resolve issues efficiently while maintaining professionalism and discretion.

4. Onboarding Support

• Deliver a “

  WOW

  ” experience for new joiners through seamless IT onboarding.
• Ensure

  Day 1 asset readiness

  , issuance, and IT orientation.

5. End Point Readiness

• Manage imaging, reimaging, media sanitization (

  Kill Disk

  ,

  Blanco

  ), QC, and labeling of IT assets.
• Ensure all devices are deployment-ready and meet corporate standards.

6. IMAC Support (Install, Move, Add, Change)

• Provide support for

  Laptops, Chromebooks, MacBooks, Desktops

  , and related peripherals.
• Handle installation, relocation, addition, or removal of IT hardware as needed.

7. End Point Support (Remote and Deskside)

• Offer first-level support for hardware, OS, and applications (

  Windows & Mac OS

  ).
• Troubleshoot issues with printers, scanners, and other peripherals.

8. End Point Redeployment

• Manage part replacements, unit replacements, re-imaging, and QC.
• Maintain compliance with asset management and redeployment procedures.

9. Vendor Partner Liaisoning

• Coordinate with

  OEMs

  and vendor partners for warranty claims and escalations.
• Track resolution timelines and ensure proper documentation.

10. Data Center (DC) & Telecom Activities Support

• Provide

  Hands & Feet (H&F)

  support for DC incidents, changes, and infrastructure projects.
• Collaborate with central teams for on-site physical support.

11. New Transitions & Infrastructure Projects

• Support IT transitions and new infrastructure setups at the site.
• Participate in project rollouts ensuring technical readiness and compliance.

12. Scheduled Preventive Maintenance

• Conduct regular checks on

  training rooms

  ,

  VC rooms

  , and

  DC hygiene

  .
• Maintain preventive maintenance logs and ensure periodic compliance.

13. IT Asset Management (HAM Pro)

• Manage IT asset lifecycle through

  HAM Pro

  – receipt, stacking, recording, issuance, return, redeployment, and disposal.
• Maintain accurate asset records with proper state tracking.

14. Metrics & SLA Management

• Monitor SLA compliance and report key performance metrics.
• Ensure adherence to service quality standards and escalation protocols.

Soft Skills

• Strong

  Customer Service

  and

  Problem-Solving

  attitude.
• Excellent

  communication skills

  in

  English

  and

  local language

  .
• Ability to work efficiently under

  tight timelines

  .
• Team-oriented, organized, and adaptable to dynamic environments.