System Engineer

Role description

• Provide day-to-day IT support to local and remote offices/end users via the ticketing system, in-person support, IT support line, email, and instant messaging.
• Monitor, maintain, and continually improve IT service levels at the sites while reporting relevant KPIs and statistics.
• Work on the installation, configuration, and ongoing usability of end-user equipment, including laptops/desktops, mobile phones, printers, other peripheral equipment, and software.
• Assist with image builds and coordinate with various teams for the setup of user accounts.
• Install and configure new hardware and software as required, ensuring accurate reporting of software usage. Ensure licenses are acquired through proper channels before installation, and accurately maintain asset records post-installation.
• Support IT equipment deployment for staff on-boarding and off-boarding, ensuring proper tracking for IT asset management.
• Support services related to Lifecycle Management, IT Asset Management, License Management, and User Access Management for end-user software and hardware.
• Collaborate with Global teams to resolve complex IT-related issues.
• Participate in the Vulnerability Management process and take ownership of any High or Critical Vulnerability closures requiring local on-site intervention.
• Document IT management activities.
• Communicate with end users regarding local outages, service degradations, planned downtime activities, and global initiatives that impact local users.

Job Requirements            

• 2-5 years of experience in an L2 Desktop/Helpdesk support role, with proven proficiency in troubleshooting, technical problem solving, and exceptional customer support and collaboration.
• Highly proficient in supporting Windows hardware and software.
• Solid knowledge of O365, Outlook, and other standard office applications.
• Familiarity with mobile devices (iPhones, iPads) and experience with MDM solutions such as Airwatch, Intune, etc.
• Solid troubleshooting skills in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting.
• A positive individual with a can-do attitude.
• A Bachelor's degree (BE/B.Tech/BCA) or a 3-year Diploma in CSE/IT.
• Experience in the Life Sciences/Healthcare industry is preferred.

Technical Skills/Certifications:

• ITIL Certification (preferred).
• At least 3 years of IT experience in a customer-facing role.
• Experience in the Life Sciences/Healthcare/Manufacturing industry is preferred.
• Familiarity with Microsoft SCCM is an added advantage.