L1 Support Engineer

Job Description IT Support Specialist (12 Years Experience)

Position: IT Support Specialist

Experience: 12 Years

Location: Hyderabad / Noida, India

Employment Type: Full-Time

About the Role

We are seeking a proactive and customer-focused IT Support Specialist to provide onsite and remote technical support for end users. The ideal candidate will have hands-on experience in desktop support, incident management, asset management, hardware troubleshooting, and end-user experience management. The candidate should possess strong communication skills and a customer-first approach to delivering high-quality IT services.

Key Responsibilities

Service Management

• Manage Incidents and Service Requests through ServiceNow or similar ITSM tools.
• Ensure timely resolution of tickets while adhering to defined SLAs.
• Maintain accurate documentation of incidents, requests, and resolutions.

End User Support & Experience

• Provide professional and responsive technical support to end users.
• Deliver exceptional customer service through effective communication and issue resolution.
• Support executive/VIP users with a high level of professionalism and urgency.

Onboarding & Offboarding Support

• Prepare and issue IT assets for new joiners on Day 1.
• Ensure systems, accounts, and devices are ready prior to employee onboarding.
• Support employee offboarding activities, including asset collection and account coordination.

Endpoint Management

• Perform imaging, reimaging, software deployment, media sanitization, quality checks, and asset labeling.
• Troubleshoot and support laptops, desktops, MacBooks, Chromebooks, printers, scanners, and related peripherals.
• Provide first-level hardware, operating system, and application support for Windows and macOS environments.

IMAC Services

• Execute Install, Move, Add, and Change (IMAC) activities.
• Support workstation setups, device replacements, peripheral installations, and user relocations.

Asset Lifecycle Management

• Manage IT assets throughout their lifecycle using asset management tools such as HAM Pro.
• Receive, record, issue, track, redeploy, and dispose of IT assets.
• Maintain accurate asset records and inventory status.

Vendor & Infrastructure Support

• Coordinate with OEMs and vendors for warranty claims and hardware replacements.
• Provide Hands & Feet support for Data Center, Network, Telecom, and Infrastructure teams.
• Assist in infrastructure projects, migrations, and technology rollouts.

Scheduled Operational Activities

• Perform routine checks of training rooms, conference rooms, and video conferencing systems.
• Conduct data center hygiene and operational maintenance activities.
• Support scheduled maintenance and IT operational tasks.

SLA & Performance Management

• Understand service metrics, KPIs, and SLA requirements.
• Monitor ticket queues and prioritize tasks effectively to meet service targets.

Required Skills & Qualifications

• 12 years of experience in IT Support, Desktop Support, or End User Computing (EUC).
• Hands-on experience with Windows 10/11 and macOS troubleshooting.
• Knowledge of hardware troubleshooting, imaging, reimaging, and endpoint support.
• Experience using ServiceNow or similar IT Service Management tools.
• Basic understanding of networking concepts (TCP/IP, LAN/WAN, Wi-Fi, VPN).
• Experience supporting printers, scanners, and collaboration tools.
• Familiarity with IT Asset Management processes.
• Strong customer service, communication, and interpersonal skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Diploma/Bachelors degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation certification (preferred).
• Experience supporting executive/VIP users is an added advantage.

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