Desktop Support / Resident Engineer

Role Purpose

The Resident Engineer provides on-site End-User Services (EUS) support to ensure stable, secure, and efficient IT operations within the Nestlé environment. The role focuses on hands-on desktop support, asset lifecycle management, and adherence to Nestlé IT standards, security policies, and SLA commitments.

Key Responsibilities

End-User & Desktop Support

• Provide on-site Level 1 / Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs
• Support Windows OS, Microsoft 365, standard Nestlé-approved applications, and endpoint security tools

Incident, Request & SLA Management

• Log, update, and resolve incidents and service requests via the designated ITSM tool
• Prioritise and manage tickets according to severity, impact, and urgency
• Escalate unresolved issues to regional or global support teams when required

Asset & Lifecycle Management

• Perform asset tagging, inventory tracking, and reconciliation in line with Nestlé asset management policies
• Support device refresh, deployment, relocation, and decommissioning activities
• Maintain accurate asset records and support periodic audits

User Onboarding & Offboarding

• Prepare, configure, and hand over IT equipment for new joiners
• Support user offboarding activities including device collection and access coordination
• Ensure compliance with Nestlé security and data protection standards

Site & Operational Support

• Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement)
• Support local projects such as office moves, refresh programs, and infrastructure upgrades
• Coordinate with facility teams, vendors, and service providers where required

Compliance, Security & Documentation

• Adhere strictly to Nestlé IT policies, security standards, and compliance requirements
• Follow standard operating procedures (SOPs) and change management processes
• Prepare operational reports, handover notes, and service documentation as required

Transition & Training

• Participate in transition and knowledge transfer activities prior to service commencement
• Attend mandatory Nestlé training, security briefings, and compliance sessions
• Support service stabilisation during go-live and early operational phases

Required Qualifications & Experience

• Diploma or Degree in Information Technology or related discipline
• 3-5 years of experience in on-site desktop / field support roles
• Strong hands-on experience with Windows OS, Microsoft 365, and endpoint devices
• Familiarity with ITSM tools and SLA-driven service environments
• Good communication skills and professional customer-facing manner

Preferred Skills

• ITIL Foundation certification
• Experience supporting large enterprise or multinational environments
• Experience working under strict SLA, compliance, and audit requirements