TestYantra Software Solutions

<h1>Role Overview</h1>
The Drop-In Onsite Support Engineer will provide hands-on IT support at customer locations, addressing end-user issues that cannot be resolved remotely.
<h1>Key Responsibilities</h1>
Provide onsite desktop support, Microsoft 365 support, hardware troubleshooting, smart-hands support, asset management, ServiceNow ticket updates, and VIP user support.
<h1>Technical Skills Required</h1>
Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune, ServiceNow, VPN, Networking, Teams/Zoom/WebEx.
End User Support
<ul>
<li>Provide face-to-face IT support to end users at customer premises.</li>
<li>Diagnose and resolve hardware, software, operating system, and application-related issues.</li>
<li>Support laptops, desktops, thin clients, mobile devices, printers, scanners, and peripherals.</li>
<li>Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.</li>
<li>Support VIP and executive users with priority handling and white-glove service.</li>
</ul>
IMACD Services
<ul>
<li>Perform Install, Move, Add, Change, and Disposal (IMACD) activities.</li>
<li>Deploy new devices and coordinate workstation setups for new hires.</li>
<li>Execute hardware refresh and device replacement programs.</li>
<li>Decommission and securely dispose of obsolete devices in accordance with customer policies.</li>
</ul>
Device &amp; Asset Management
<ul>
<li>Manage end-user device inventory and asset lifecycle.</li>
<li>Maintain asset records and update Configuration Management Database (CMDB).</li>
<li>Coordinate hardware repairs and warranty replacements with vendors.</li>
<li>Track asset allocation, stock levels, and device movements.</li>
</ul>
User Administration
<ul>
<li>Create, modify, and disable user accounts as per approved requests.</li>
<li>Support Active Directory, Azure AD, Microsoft Entra ID, and Microsoft 365 administration activities.</li>
<li>Handle password resets, account unlocks, distribution groups, and access requests.</li>
<li>Assist users with Multi-Factor Authentication (MFA) enrollment and troubleshooting.</li>
</ul>
Incident &amp; Request Management
<ul>
<li>Log, update, track, and resolve incidents and service requests using ServiceNow.</li>
<li>Ensure tickets are properly categorized, prioritized, and documented.</li>
<li>Meet SLA commitments for incident response and resolution.</li>
<li>Escalate unresolved issues to appropriate support groups.</li>
</ul>
Security &amp; Compliance
<ul>
<li>Follow customer security policies and IT governance standards.</li>
<li>Support endpoint security, antivirus, and patch compliance activities.</li>
<li>Report security incidents and policy violations.</li>
<li>Ensure compliance with data privacy and information security requirements.</li>
</ul>
Documentation &amp; Knowledge Management
<ul>
<li>Create and update standard operating procedures (SOPs) and work instructions.</li>
<li>Contribute to knowledge articles and known-error documentation.</li>
<li>Maintain accurate records of incidents, fixes, and asset changes.</li>
</ul>
Language Support
<ul>
<li>Provide onsite support in French or Spanish through verbal and written communication.</li>
<li>Communicate effectively with Swiss and European users in their preferred language.</li>
</ul>
Assist in translating user requirements, incident details, and support documentation when required

Onsite Engineer

Onsite Engineer

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