IT Support Engineer

4 weeks ago

Bengaluru Karnataka India, Karnataka TECEZE Full time

Job Title: IT Support Engineer (IMAC)

Client: Infosys

Payroll: TECEZE

Work Type: Full-time

Location: Bangalore

Experience Level: 1–6 years (Flexible based on project scope)

Role Overview:

We are seeking an experienced EUC Engineer (IMAC Implementation) to manage and execute Install, Move, Add, Change (IMAC) activities for end-user computing devices. The role involves hands-on technical deployment, user coordination, and ensuring smooth transitions of IT assets while adhering to organizational standards, documentation, and SLAs.

Key Responsibilities:

  • Execute IMAC (Install, Move, Add, Change) tasks for desktops, laptops, printers, peripherals, and other EUC devices.
  • Perform hardware/software installations, upgrades, configurations, and migrations as per IT policies and security standards.
  • Handle asset tagging, inventory updates, and documentation following each IMAC activity.
  • Support device rollouts, refresh projects, and user relocations within agreed timelines.
  • Ensure data backup, migration, and recovery during system replacements or moves.
  • Troubleshoot hardware and OS-level issues during deployment and escalate complex cases when necessary.
  • Coordinate with Service Desk, Network, and Infrastructure teams for dependency management and issue resolution.
  • Ensure SLA adherence and proper ticket closure in ITSM tools such as ServiceNow or Remedy.
  • Support user onboarding and offboarding from an end-user device perspective.
  • Prepare and maintain SOPs, checklists, and technical documentation for IMAC activities.

Required Skills and Competencies:

  • Strong knowledge of EUC technologies including Windows OS, Microsoft 365, Active Directory, SCCM/Intune.
  • Hands-on experience in hardware setup, reimaging, and device provisioning.
  • Proficiency in ITSM/ticketing systems (ServiceNow, Remedy, BMC Helix).
  • Basic understanding of network troubleshooting (LAN/Wi-Fi, IP, DNS, DHCP).
  • Experience using remote support tools such as RDP, TeamViewer, or AnyDesk.
  • Excellent documentation, reporting, and communication skills.
  • Strong customer service orientation and ability to work both independently and collaboratively.

Preferred Qualifications:

  • Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate.
  • Experience in large-scale enterprise IMAC deployments.
  • Knowledge of asset management and lifecycle tracking tools.
  • Familiarity with endpoint security solutions (BitLocker, antivirus, etc.).

Education:

  • Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related field.

Experience:

  • Minimum 1+ year of relevant experience in EUC or IMAC support roles.

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