Deskside Support Engineer

Job Description Job Title: Deskside Support Engineer Experience Required: 3 6 Years Location: Chennai Job Purpose / Summary The Deskside Support Engineer is responsible for providing on-site technical support, troubleshooting hardware and software issues, and ensuring smooth end-user computing (EUC) operations. The role involves first-level OS and hardware troubleshooting, software support, patch management, coordination with infrastructure teams, and VIP user assistance. Key Responsibilities End-User Support - Perform first-level Operating System and Hardware troubleshooting for Windows desktops and laptops. - Handle software break-fix support for standard and specialized business applications. - Install, uninstall, or reconfigure supported software as required to resolve incidents. - Build or rebuild workstation images and reinstall software as part of system recovery. - Provide remote and telephone support to end-users as necessary. - Deliver VIP / Executive support with priority handling and timely resolution. System Administration & Maintenance - Ensure Windows patch management, antivirus, and encryption compliance. - Perform desktop/laptop patch updates using automated tools or manual methods when required. - Maintain and manage supported EUC software for smooth service delivery. - Support in application installations, configurations, and troubleshooting by coordinating with central/local application teams. - Handle mobile and iOS device configuration for email and security settings. - Manage printer configurations, user access to MPS/MFD devices, and coordinate with third-party vendors for any device issues (VC/Printers/Scanners). Coordination & Incident Management - Log, track, and resolve incidents/service requests within defined SLAs. - Escalate issues to relevant resolver groups when remote resolution is not feasible. - Provide Hands & Feet support for coordination with infrastructure teams (SSO & NSD). - Coordinate with OEMs for hardware repair or replacement. - Ensure end-to-end incident closure and user communication. - Capture user feedback (CSAT) for resolved tickets. Operational Support - Participate in desktop/laptop/printer refresh activities as part of BAU operations, following directions from the Kyndryl SPOC. - Support office relocations, new rollouts, and hardware deployments. - Assist during month-end activities (last 3 days of the month and first day of the next month) with extended support hours. - Maintain system security and data confidentiality in line with company and client policies. - Support ongoing system updates, patching, and antivirus updates to maintain compliance and security. Key Skills & Competencies - Strong knowledge of Windows OS troubleshooting, software installation, and configuration. - Hands-on experience with EUC tools, Active Directory, and remote desktop tools. - Experience in patch management, AV updates, and encryption tools. - Knowledge of mobile device configuration (Android/iOS). - Familiarity with VC systems, printers, and scanners. - Excellent communication, coordination, and customer service skills. - Ability to handle high-priority VIP users and work under tight timelines. Behavioral Competencies - Strong ownership and accountability. - Customer-focused and proactive attitude. - Excellent problem-solving and analytical skills. - Team player with good collaboration and coordination abilities. - Adherence to confidentiality and compliance standards. Education & Experience - Bachelor's degree / Diploma in Computer Science, IT, or a related field. - 36 years of experience in Deskside or IT Support. - Industry certifications like MCSA / MCITP / ITIL / CompTIA A+ / N+ preferred.