Smart Hands
3 days ago
Job Description – Smart Hands / IT Support Engineer L2 (Bangalore)Position: Smart Hands / IT Support EngineerExperience: 2 – 6 YearsLocation: BangaloreBudget: 4-5.5 CTCEmployment Type: Full-Time, On-Site*IMMIDIATE JOINERS*Qualification & Certifications- Graduate OR 3-Year Diploma in Electronics & Communication Engineering or Computer Engineering. - ITIL v3 / v4 training mandatory; certification is an added advantage. - Excellent domain knowledge and technical orientation.Key Responsibilities1. Incident & Service Request (SR) Management- Manage incidents and service requests through CRM tools (e.g., ServiceNow). - Ensure timely updates, resolution, and closure of tickets in compliance with SLA.2. End User Experience Management- Provide professional and prompt support to end users. - Maintain high-quality interaction standards and ensure user satisfaction.3. Executive Support & Experience Management- Deliver premium technical support to executives and VIP users. - Resolve issues efficiently while maintaining professionalism and discretion.4. Onboarding Support- Deliver a “WOW” experience for new joiners through seamless IT onboarding. - Ensure Day 1 asset readiness, issuance, and IT orientation.5. End Point Readiness- Manage imaging, reimaging, media sanitization (Kill Disk, Blanco), QC, and labeling of IT assets. - Ensure all devices are deployment-ready and meet corporate standards.6. IMAC Support (Install, Move, Add, Change)- Provide support for Laptops, Chromebooks, MacBooks, Desktops, and related peripherals. - Handle installation, relocation, addition, or removal of IT hardware as needed.7. End Point Support (Remote and Deskside)- Offer first-level support for hardware, OS, and applications (Windows & Mac OS). - Troubleshoot issues with printers, scanners, and other peripherals.8. End Point Redeployment- Manage part replacements, unit replacements, re-imaging, and QC. - Maintain compliance with asset management and redeployment procedures.9. Vendor Partner Liaisoning- Coordinate with OEMs and vendor partners for warranty claims and escalations. - Track resolution timelines and ensure proper documentation.10. Data Center (DC) & Telecom Activities Support- Provide Hands & Feet (H&F) support for DC incidents, changes, and infrastructure projects. - Collaborate with central teams for on-site physical support.11. New Transitions & Infrastructure Projects- Support IT transitions and new infrastructure setups at the site. - Participate in project rollouts ensuring technical readiness and compliance.12. Scheduled Preventive Maintenance- Conduct regular checks on training rooms, VC rooms, and DC hygiene. - Maintain preventive maintenance logs and ensure periodic compliance.13. IT Asset Management (HAM Pro)- Manage IT asset lifecycle through HAM Pro – receipt, stacking, recording, issuance, return, redeployment, and disposal. - Maintain accurate asset records with proper state tracking.14. Metrics & SLA Management- Monitor SLA compliance and report key performance metrics. - Ensure adherence to service quality standards and escalation protocols.Soft Skills- Strong Customer Service and Problem-Solving attitude. - Excellent communication skills in English and local language. - Ability to work efficiently under tight timelines. - Team-oriented, organized, and adaptable to dynamic environments.
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