Role: Engineer
Required Skills: Desktop
Experience: 4 - 6 Years
Function: TECHNOLOGY
Apply By: 2027-01-01
Must Have Technical/Functional Skills
- Demonstrated experience in Onsite Support, Deskside Support, or End User Computing (EUC).
- Hands-on support for desktops, laptops, mobile devices, peripherals, printers and workplace technologies across corporate offices, manufacturing plants/factories and distribution/warehouse environments.
- Strong troubleshooting knowledge of Windows 10/11, Microsoft 365, Outlook, Active Directory, Group Policy and VPN.
- Experience with Microsoft Intune (MDM/MAM) and SCCM for device enrollment, configuration, compliance and application deployment.
- Experience with ServiceNow or similar ITSM tools, including Incident and Service Request lifecycle management.
- Working knowledge of ITIL processes, particularly Incident Management, Service Request Management and escalation.
- Experience in hardware lifecycle and asset management, including laptop deployment, refresh/replacement, asset audits, device return and break/fix/vendor coordination.
- Basic network troubleshooting covering TCP/IP, DNS, DHCP, Wi-Fi, proxy and network connectivity.
- Experience supporting plant/warehouse endpoints, including rugged/handheld devices, barcode scanners, label printers and industrial printers.
- Strong customer-facing communication and troubleshooting skills.
- Experience supporting VIP/executive users with minimum business disruption and appropriate confidentiality.
- Good written and verbal English communication; local language capability can be considered an added advantage based on site requirements.
Roles & Responsibilities
- Provide onsite desk-side, walk-up and IT Bar support to end users across offices, manufacturing sites and distribution/warehouse locations.
- Diagnose and resolve hardware, software, operating system, Microsoft 365, connectivity and peripheral-related incidents.
- Log, prioritize, troubleshoot, resolve, escalate and close Incidents and Service Requests within applicable SLA requirements.
- Maintain ServiceNow tickets with accurate troubleshooting activities, resolution information and user communication.
- Perform new joiner setup, device handover, initial sign-in assistance, MFA setup, email configuration and application validation.
- Handle device refresh/replacement, return and loaner-device activities, maintaining appropriate asset/CMDB records.
- Support mobile devices, Company Portal, mobile applications and coordinate device replacement where required.
- Perform user onboarding/offboarding and associated workplace IT activities.
- Maintain accurate asset assignment, return, replacement and loaner records.
- Support office/plant moves, hardware refresh activities and asset audits.
- Coordinate unresolved issues with appropriate resolver groups including Application, Infrastructure, Network, Telecom and OEM/vendor support teams.
- Provide proactive status updates to users and ensure proper ownership transfer during escalation.
- Support conference-room/AV equipment and workplace peripherals where required.
- Participate in daily operational reviews and follow up on aging/open tickets.
- Provide rotational onsite, on-call and weekend support where required to align with site/plant operating hours.
Salary Range-$60,000-$75,000 a year
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TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.a
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.