It Hardware And Software Engineer

Role & responsibilities

End-user support

• Provide L1 support for desktops, laptops, printers, scanners, barcode devices, and IT accessories.
• Acknowledge and resolve user issues received via the IT Helpdesk ticketing system, phone, email, or walk-ins.
• Troubleshoot and diagnose hardware, operating systems (OS), and peripheral-related issues.
• Install, configure, and maintain Windows operating systems and standard business applications.

Hardware management

• Diagnose and repair desktop, laptop, printer, and peripheral hardware faults.
• Coordinate warranty claims and collaborate with external vendors for hardware failure resolutions.
• Perform hardware upgrades including RAM, SSD/HDD replacements, and peripheral installations.
• Maintain an optimal inventory of IT assets and critical spare parts.

Network & connectivity support

• Troubleshoot basic connectivity issues across LAN, Wi-Fi, and VPN infrastructure.
• Assist end-users with cloud-based productivity suites including Microsoft 365, Teams, and email configuration.
• Escalate complex network or infrastructure issues to the L2/L3 engineering teams seamlessly.

Manufacturing IT support

• Support shop-floor PCs, terminals, industrial barcode scanners, and specialized label printers.
• Ensure minimal downtime of critical, production-related IT equipment to avoid plant delays.
• Coordinate with ERP and core application teams to troubleshoot localized access issues.

IT asset management & compliance

• Maintain accurate records of all IT assets throughout their lifecycle (allocation, movement, return, and disposal).
• Track active contracts including AMCs, warranties, and hardware replacement schedules.
• Log and update all helpdesk tickets accurately while maintaining comprehensive resolution records.
• Follow IT security policies and standard operating procedures (SOPs) to assist in internal IT compliance audits.

Required skills & qualifications

Technical skills

• Strong troubleshooting skills for modern desktop and laptop hardware architectures.
• Proficiency in administration of Windows 10/11 operating systems.
• Basic understanding of Active Directory (AD), Microsoft 365 environments, and core networking concepts (TCP/IP, DNS, DHCP).
• Hands-on experience with enterprise printers, scanners, barcode devices, and industrial peripherals.
• Familiarity with ITSM / helpdesk ticketing tools.

Soft skills

• Excellent communication and interpersonal skills to handle diverse user queries.
• Strong problem-solving capabilities under tight timelines.

Educational qualification

• Diploma / B.Tech / BCA / B.Sc. in IT, Computer Science, Electronics, or a related technical field.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are highly preferred.

Preferred experience

• 2-5 years of hands-on IT service desk or desktop support experience.
• Prior experience working within a manufacturing, logistics, or industrial environment.