Smart Hands / IT Support Engineer L2
TECEZEkottayam, India1 day ago
Job descriptionGraduate 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 . Manage incidents and service requests through CRM tools (e.g., ServiceNow ). Ensure timely updates, resolution, and closure of tickets in compliance with SLA. Provide professional and prompt support to end users. Maintain high-quality interaction standards and ensure user satisfaction. Deliver premium technical support to executives and VIP users. Resolve issues efficiently while maintaining professionalism and discretion. Deliver a “ WOW ” experience for new joiners through seamless IT onboarding. Ensure Day 1 asset readiness , issuance, and IT orientation. Manage imaging, reimaging, media sanitization ( Kill Disk , Blanco ), QC, and labeling of IT assets. Ensure all devices are deployment-ready and meet corporate standards. Provide support for Laptops, Chromebooks, MacBooks, Desktops , and related peripherals. Handle installation, relocation, addition, or removal of IT hardware as needed. Offer first-level support for hardware, OS, and applications ( Windows & Mac OS ). Troubleshoot issues with printers, scanners, and other peripherals. Manage part replacements, unit replacements, re-imaging, and QC. Maintain compliance with asset management and redeployment procedures. Coordinate with OEMs and vendor partners for warranty claims and escalations. Track resolution timelines and ensure proper documentation. Provide Hands & Feet (H&F) support for DC incidents, changes, and infrastructure projects. Collaborate with central teams for on-site physical support. Support IT transitions and new infrastructure setups at the site. Participate in project rollouts ensuring technical readiness and compliance. Conduct regular checks on training rooms , VC rooms , and DC hygiene . Maintain preventive maintenance logs and ensure periodic compliance. Manage IT asset lifecycle through HAM Pro – receipt, stacking, recording, issuance, return, redeployment, and disposal. Maintain accurate asset records with proper state tracking. Monitor SLA compliance and report key performance metrics. Ensure adherence to service quality standards and escalation protocols. 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.
Job Description – Smart Hands / IT Support Engineer L2 (Bangalore)
Position : Smart Hands / IT Support Engineer
Experience : 2 – 6 Years
Location : Pune, Maharashtra, India
Budget : 4-5.5 CTC
Employment Type : Full-Time, On-Site
- IMMIDIATE JOINERS
Qualification & Certifications
Key Responsibilities
1. Incident & Service Request (SR) Management
2. End User Experience Management
3. Executive Support & Experience Management
4. Onboarding Support
5. End Point Readiness
6. IMAC Support (Install, Move, Add, Change)
7. End Point Support (Remote and Deskside)
8. End Point Redeployment
9. Vendor Partner Liaisoning
10. Data Center (DC) & Telecom Activities Support
11. New Transitions & Infrastructure Projects
12. Scheduled Preventive Maintenance
13. IT Asset Management (HAM Pro)
14. Metrics & SLA Management
Soft Skills
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It Support Engineer • kottayam, India
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