End User Support Engineer/IT Engineer-Resident Engineer-Morbi, Gujarat

Role & responsibilities

1.End User Support Engineer / IT Engineer

1.1.End User Technical Support

• Provide hands-on support for desktops, laptops, printers, scanners,

biometric/attendance systems, and conference room equipment (projectors, TVs, audio

systems, etc.).

• Assist users in day-to-day operations of Microsoft 365 tools including OneDrive,

SharePoint, Outlook, Teams, etc.

• Guide users on common software installations and resolve application-related issues

(PDF tools, browser settings, printer drivers, etc.)

1.2.System Configuration & Deployment

• Configure laptops and desktops as per Simpolos IT policy and defined software baseline.
• Ensure proper asset tagging and labelling before system handover to users.
• Join eligible systems to Active Directory based on company policy and user profile.
• Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender,

etc.)

1.3.Hardware & Peripheral Troubleshooting

• Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display,

power, etc.).

• Perform basic network diagnosis. Do internal coordination with Network team if it is

network issue.

• Coordinate with OEM/vendor for parts replacement under warranty (if applicable).
• Support for printer maintenance, toner replacement, and troubleshooting printing

issues.

1.4.Helpdesk Ticketing and SLA Compliance

• Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine

ServiceDesk Plus or equivalent).

• Update ticket progress and provide regular feedback to the Helpdesk coordinator and

end-user.

• Ensure timely resolution of all tickets within defined SLA timelines.
• Escalate unresolved or delayed issues to the next level in the support hierarchy.

1.5.Asset Management Support

• Maintain and update asset information related to assigned systems and peripherals.
• Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT

assets.

• Support in physical verification, tagging, and reconciliation of IT inventory.

Preferred candidate profile

2.Eligibility Criteria (End User Support Engineer / IT Engineer)

2.1. Educational Qualification

Graduation in any stream from Govt recognized collage.

CompTIA A+, Microsoft MCP, or similar certification is a plus (preferred but not

mandatory).

2.2. Work Experience

4-5 years of relevant experience

printers, and basic networking.

Experience in working with enterprise IT environments with Active Directory,

Antivirus/EDR tools, and ticketing systems.

2.3.Technical Skills

Proficient in:

• Windows Desktop OS & Mac OS installation, configuration, and troubleshooting.
• Joining systems to domain (AD), applying group policies.
• Installing and updating Microsoft 365 applications and third-party software.
• Basic printer configuration and troubleshooting.
• Antivirus/EDR installation and verification.

Familiarity with attendance systems, video conferencing tools, and standard office

devices.

2.4.Tool Knowledge

Experience in Helpdesk ticketing platforms such as ManageEngine, ServiceNow, or

similar.

Ability to update ticket logs, asset information, and coordinate via email and phone.

2.5. Behavioral Attributes

Strong communication and user-handling skills.

Must know Hindi language, but Gujarat language is preferable

Proactive, disciplined, and well-organized.

Ability to multitask and prioritize based on urgency and impact.

Willingness to work in rotational shifts (if required) and can provide support across

multiple locations remotely.

Creativity, attention to detail, and flexibility.

Experience of diagnosing and fixing technically complex problems.

Demonstrable ability to communicate clearly using a range of styles, tools and

techniques to explain technical issues to a wide range of people.

Experience with working with Third Party Suppliers, providing excellent customer service

in a client facing role.

Experience of providing a high quality service in a demanding customer service environment.

Excellent customer care skills with the ability to identify a customers requirements and

to recognize whether these can be met effectively from the resources, timescales skills and funds available.

Experience in managing conflicting demands in situations of pressure where priorities

are rapidly changing.

The ability to sit or stand for long periods of time.

Physical fitness to transport and set up heavy equipment.

Good hearing and eyesight.

Awareness of all aspects of Health and Safety, including electrical safety within

environment.