IT Support Engineer – Onsite

Job Overview

We are looking for an experienced IT Support Engineer to provide onsite IT support at the Merck office in Tehran. The role will be responsible for supporting end users, IT infrastructure, meeting-room technology, IT assets, server-room activities, hardware troubleshooting, incident management, and day-to-day IT operations.

The ideal candidate should have strong hands-on experience in Windows/desktop support, hardware troubleshooting, IT asset management, networking fundamentals, ticketing systems, and onsite IT support.

Key Responsibilities

End-User IT Support

· Provide onsite IT support to internal and external stakeholders in accordance with IT policies and procedures.

· Troubleshoot and resolve hardware, software, operating system, network, and peripheral-related issues.

· Support Windows PCs, laptops, mobile devices, printers, telephones, and other IT equipment.

· Perform PC refreshes, Windows upgrades, new installations, hardware upgrades, and device replacements.

· Replace RAM, hard drives, and other hardware components as required.

· Perform user data backup and restoration during device upgrades or replacements.

· Support user Joiner, Mover and Leaver activities.

· Provide temporary devices to users when required.

· Remove unwanted software and support software/license-related issues.

Server Room / Smart Hands Support

· Provide onsite Smart Hands support for server-room and infrastructure activities.

· Assist remote infrastructure teams with incident diagnosis and resolution.

· Install equipment in server racks.

· Perform power and network cabling.

· Perform patching between patch panels and network switches.

· Carry out hardware reboots as requested.

· Replace hardware components under remote guidance.

· Attach/detach peripherals and perform physical equipment movements.

· Assist third-party vendors, warranty technicians, WAN providers, and telecom providers onsite.

· Perform initial hardware configuration to enable remote installation or troubleshooting.

Meeting Room & Collaboration Support

· Provide onsite technical support for meeting rooms and conference facilities.

· Support Microsoft Teams, Zoom, and other online meeting/collaboration platforms.

· Troubleshoot microphones, speakers, cameras, displays, laptops, connectivity, and other meeting-room equipment.

· Assist users in establishing and maintaining virtual meetings.

IT Asset & Inventory Management

· Maintain accurate records of IT hardware and software assets.

· Update the global IT asset management system, including ServiceNow (SNOW).

· Perform asset verification, reconciliation, and inventory checks.

· Maintain the IT storeroom and track movement of IT stock.

· Inspect IT goods received and dispatched from the office.

· Report hardware damage, shortages, or discrepancies.

· Support asset write-off and disposal processes.

· Perform DBAN/data wiping on IT assets before disposal, as per company procedures.

· Maintain proper documentation for asset disposal and movement.

Incident & Ticket Management

· Log, update, monitor, and close end-user incidents and service requests in ServiceNow (SNOW).

· Follow up on open tickets and ensure timely resolution.

· Escalate incidents to appropriate resolver groups when required.

· Maintain accurate ticket documentation and troubleshooting records.

· Support incident and problem management activities.

Network, Telephone & Mobile Support

· Provide basic onsite network troubleshooting.

· Support LAN connectivity, network ports, patching, and cabling.

· Assist with telephone and mobile device support.

· Troubleshoot basic connectivity and peripheral issues.

· Coordinate with network and telecom teams for complex issues.

IT Operations & Infrastructure Support

· Monitor IT tools and maintain IT inventory information.

· Support infrastructure and IT implementation projects.

· Provide vulnerability-management support as required.

· Assist with IT compliance and operational activities.

· Perform data entry and updates in global IT tools, including K2.

· Support Power BI dashboard reporting and provide required operational data.

Desired Candidate Profile

3–6 years of experience in IT Support, Desktop Support, EUC, IT Operations, or a similar role. Strong hands-on experience in Windows desktop/laptop troubleshooting. Good knowledge of PC hardware, peripherals, printers, mobile devices, and basic networking. Experience with Microsoft Teams, Zoom, and meeting-room technologies. Experience working with ServiceNow (SNOW) or another ITSM/ticketing platform. Experience in IT asset and inventory management. Knowledge of LAN, network cabling, patch panels, switches, and basic network troubleshooting. Experience supporting server-room Smart Hands activities. Good understanding of IT incident and request management. Experience with hardware replacement, Windows installation/upgrades, data backup and restoration. Knowledge of IT asset disposal and data-wiping procedures is preferred. Good documentation and communication skills. Ability to work independently in an onsite customer environment.