Hardware & IT Support Engineer (Offroll)

Role Objective

Key Responsibilities

ITSM & Incident Management

• Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
• Ensure SLA adherence and timely ticket closure
• Perform root cause analysis (RCA) for recurring incidents and support continuous improvement
• Escalate critical incidents to L2/L3 teams or vendors with proper documentation

Hardware & Desktop Support

• Provide L1/L2 support for laptops and desktops including OS installation, formatting, and upgrades
• Troubleshoot hardware issues such as RAM, screen, and peripheral failures
• Support business applications including Outlook, AutoCAD, PDF tools, and antivirus

Network & Infrastructure Support

• Support LAN/WAN, ILL/MPLS connectivity, and troubleshoot network outages
• Configure and manage routers, switches, access points, firewalls, VPN, CCTV, and biometric devices
• Work with OEM devices including Aruba, Fortinet, Cisco, Juniper, HP, and Cyberoam

IT Asset Management

• Manage allocation, tracking, and recovery of IT hardware and software assets
• Maintain asset details including warranty, license, and assignment records
• Coordinate with vendors and OEMs for repair and replacement

Collaboration, Email & VC Support

• Administer email platforms (Microsoft 365 / Google Workspace)
• Support Active Directory user management and endpoint security tools
• Provide troubleshooting and live support for Zoom, Google Meet, and Microsoft Teams meetings

Vendor Coordination & Reporting

• Coordinate with infrastructure vendors and service providers
• Prepare and maintain IT MIS reports
• Support audit and compliance requirements

Skills & Competencies

• Strong hardware troubleshooting and networking fundamentals
• Hands-on experience with ITSM tools
• Good communication skills in English and Hindi
• Ability to manage multiple incidents and priorities

Education & Experience