It Engineer - Remote

Job Description – Smart Hands / IT Support Engineer L2 (Bangalore)Smart Hands / IT Support Engineer Experience : 2 – 6 Years Employment Type : Full-Time, On-Site

• Graduate OR 3-Year Diploma in Electronics & Communication Engineering or Computer Engineering. ITIL v3 / v4 training mandatory;

Manage incidents and service requests through CRM tools (e.G., ServiceNow ). End User Experience Management Provide professional and prompt support to end users. Maintain high-quality interaction standards and ensure user satisfaction. Executive Support & Experience Management Deliver premium technical support to executives and VIP users. 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. Handle installation, relocation, addition, or removal of IT hardware as needed. End Point Support (Remote and Deskside)Offer first-level support for hardware, OS, and applications ( Windows & Mac OS ). 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. Data Center (DC) & Telecom Activities Support Provide Hands & Feet (H&F) support for DC incidents, changes, and infrastructure projects. New Transitions & Infrastructure Projects 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. 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. Monitor SLA compliance and report key performance metrics. Ensure adherence to service quality standards and escalation protocols. Excellent communication skills in English and local language .