Smart Hands / IT Support Engineer L2

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.