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: Gurguram

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.