IT Service Engineer

Job title : IT Service Engineer

Reports to : VP Operations

1. JOB Purpose

The IT Service Engineer will be responsible for ensuring smooth day-to-day IT operations by providing timely and effective technical support to employees across the organization. The role involves resolving hardware, software, network, and system-related issues, managing IT assets, supporting employee onboarding and offboarding, and maintaining IT infrastructure to ensure uninterrupted business operations and seamless end-user experience.

This position is located in Hyderabad, Telangana, India

2. DUTIES AND RESPONSIBILITIES

• Provide first-level technical support to employees for hardware, software, network, email, and IT-related issues, ensuring timely resolution.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Set up workstations, user accounts, email IDs, and system access for new employees, and ensure timely deactivation during employee separation.
• Respond to and resolve IT support requests through the organization's helpdesk or ticketing system within defined service levels.
• Monitor, maintain, and troubleshoot office IT infrastructure, including LAN/Wi-Fi connectivity, internet access, and conferencing equipment.
• Manage IT assets, including procurement support, inventory tracking, software licensing, warranty records, and periodic asset verification.
• Experience on SharePoint access permissions and Microsoft Intune, Microsoft Entra ID and Microsoft 365 admin centre
• Install, update, and maintain operating systems, business applications, antivirus software, and security patches on end-user devices.
• Coordinate with external IT vendors and service providers for hardware repairs, AMC support, software installations, and issue resolution.
• Maintain accurate documentation of IT assets, support tickets, system configurations, standard operating procedures (SOPs), and user manuals.
• Ensure compliance with IT security policies by implementing user access controls, password management, data backup, and endpoint security practices.
• Provide technical support for meeting rooms, audio-visual equipment, video conferencing platforms, and office IT infrastructure during business meetings and events.
• Identify opportunities to improve IT support processes, enhance user experience, and contribute to the efficient and reliable operation of the organization's IT environment.
• Escalate complex technical issues to internal teams or external vendors when required and ensure timely follow-up until resolution.

3. QUALIFICATIONS

• Bachelors degree in computer science, Information Technology, or a related field.

4. EXPERIENCE

• 25 years of experience in IT Support, Helpdesk, Desktop Support or End-User Computing.

5. PHYSICAL REQUIRMENT

This is a largely sedentary role.

• This position is fully officebased (onsite).
• Job may require availability beyond standard working hours to support priority business needs, audits, or inspections.

6. DIRECT REPORT

NA