(High Salary) Smart Hands

1 day ago

Pune, India TECEZE Full time

Job Description – Smart Hands / IT Support Engineer L2 (Bangalore) Position: Smart Hands / IT Support Engineer Experience: 2 – 6 Years Location: Pune, Maharashtra, India Budget: 4-5.5 CTC Employment 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 Responsibilities 1. 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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