IT Engineer/End User Support Engineer/Resident Engineer- Morbi, Gujarat

Roles and Responsibility

1.End User Support Engineer / IT Engineer

1.1.End User Technical Support

o Provide hands-on support for desktops, laptops, printers, scanners,

biometric/attendance systems, and conference room equipment (projectors, TVs, audio

systems, etc.).

o Assist users in day-to-day operations of Microsoft 365 tools including OneDrive,

SharePoint, Outlook, Teams, etc.

o Guide users on common software installations and resolve application-related issues

(PDF tools, browser settings, printer drivers, etc.)

1.2.System Configuration & Deployment

o Configure laptops and desktops as per Simpolo's IT policy and defined software baseline.

o Ensure proper asset tagging and labelling before system handover to users.

o Join eligible systems to Active Directory based on company policy and user profile.

o Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender,

etc.)

1.3.Hardware & Peripheral Troubleshooting

o Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display,

power, etc.).

o Perform basic network diagnosis. Do internal coordination with Network team if it is

network issue.

o Coordinate with OEM/vendor for parts replacement under warranty (if applicable).

o Support for printer maintenance, toner replacement, and troubleshooting printing

issues.

1.4.Helpdesk Ticketing and SLA Compliance

o Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine

ServiceDesk Plus or equivalent).

o Update ticket progress and provide regular feedback to the Helpdesk coordinator and

end-user.

o Ensure timely resolution of all tickets within defined SLA timelines.

o Escalate unresolved or delayed issues to the next level in the support hierarchy.

1.5.Asset Management Support

o Maintain and update asset information related to assigned systems and peripherals.

o Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT

assets.

o Support in physical verification, tagging, and reconciliation of IT inventory.

2.Eligibility Criteria (End User Support Engineer / IT Engineer)

2.1. Educational Qualification

∙ Graduation in any stream from Govt recognized collage.

∙ CompTIA A+, Microsoft MCP, or similar certification is a plus (preferred but not

mandatory).

2.2. Work Experience

∙ Minimum 4-5 years of relevant experience in IT support roles handling end user devices,

printers, and basic networking.

∙ Experience in working with enterprise IT environments with Active Directory,

Antivirus/EDR tools, and ticketing systems.

2.3.Technical Skills

∙ Proficient in:

o Windows Desktop OS & Mac OS installation, configuration, and troubleshooting.

o Joining systems to domain (AD), applying group policies.

o Installing and updating Microsoft 365 applications and third-party software.

o Basic printer configuration and troubleshooting.

o Antivirus/EDR installation and verification.

∙ Familiarity with attendance systems, video conferencing tools, and standard office

devices.

2.4.Tool Knowledge

∙ Experience in Helpdesk ticketing platforms such as ManageEngine, ServiceNow, or

similar.

∙ Ability to update ticket logs, asset information, and coordinate via email and phone.

2.5. Behavioral Attributes

∙ Strong communication and user-handling skills.

∙ Must know Hindi language, but Gujarat language is preferable

∙ Proactive, disciplined, and well-organized.

∙ Ability to multitask and prioritize based on urgency and impact.

∙ Willingness to work in rotational shifts (if required) and can provide support across

multiple locations remotely.

∙ Creativity, attention to detail, and flexibility.

∙ Experience of diagnosing and fixing technically complex problems.

∙ Demonstrable ability to communicate clearly using a range of styles, tools and

techniques to explain technical issues to a wide range of people.

∙ Experience with working with Third Party Suppliers, providing excellent customer service

in a client facing role.

∙ Experience of providing a high quality service in a demanding customer service environment.

∙ Excellent customer care skills with the ability to identify a customer's requirements and

to recognize whether these can be met effectively from the resources, timescales skills and funds available.

∙ Experience in managing conflicting demands in situations of pressure where priorities

are rapidly changing.

∙ The ability to sit or stand for long periods of time.

∙ Physical fitness to transport and set up heavy equipment.

∙ Good hearing and eyesight.

∙ Awareness of all aspects of Health and Safety, including electrical safety within

environment.