End User Support Engineer / IT Engineer

If you or anyone in your network residing in

• 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.).
• System Configuration & Deployment
• Configure laptops and desktops as per IT policy and defined software baseline.
• Ensure proper asset tagging and labeling 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.).
• 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.
• 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.
• 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.