Information Technology Technician

The Desktop Support Engineer will provide comprehensive on-site support for customers, delivering both proactive and responsive technical assistance to maintain and optimize end-user productivity. This role focuses on executing a broad range of IT support services, including hardware and software troubleshooting, installations, configurations, and upgrades, as well as maintaining compliance with customer IT standards and policies.

Responsibilities :

• Provide on-site support to end-users, ensuring timely resolution of incidents and service requests related to hardware, software, network connectivity, and peripherals.
• Execute Installations, Moves, Adds, and Changes (IMAC) for desktops, printers, network devices, and meeting room technology, coordinating with ESP and Infosys as needed.
• Deliver desk-side orientation for end-users and support on basic usage of hardware and software.
• Resolve incidents and service requests in line with established service levels for hardware, software, and network connectivity.
• Troubleshoot and manage break / fix issues, perform hands-on support for servers and network equipment, and coordinate repairs to minimize user downtime.
• Manage user connections to Infosys network resources, providing assistance irrespective of user location.
• Operate and manage walk-up service centres, offering end-users a consumer-style support experience with direct, face-to-face assistance.
• Provide hot-swap device replacements, hardware repairs, system tune-ups, and device refresh services for walk-up users.
• Assist with device and accessory installations, software updates, and perform device compliance checks per Infosys standards.
• Deliver high-touch support for VIP users, including extended support hours, rapid incident response, and specialized technical assistance tailored to VIP requirements.
• Maintain direct communication with VIP users via phone or email to provide real-time support as required.
• Administer the hardware asset pool to ensure availability of spare parts and equipment for end-users.

Qualifications :

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

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