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End User Support Technician

End User Support Technician

TECEZEPune, Republic Of India, IN
15 days ago
Job description

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

  • 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.
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    End User Support Technician • Pune, Republic Of India, IN

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