IT Support Specialist

2 weeks ago

Mumbai Metropolitan Region, India Sharp Brains Full time
Job Overview

A challenging role for a skilled IT Support Specialist to provide on-site technical assistance, ensuring end-user productivity and delivering exceptional service at Sharp Brains.

About the Job

The Desktop Support Engineer will be responsible for executing a wide range of IT support services, including hardware and software troubleshooting, installations, configurations, and upgrades. The engineer will work closely with the ESP team to ensure seamless service delivery, continuous improvement, and user satisfaction.

Key Responsibilities:

  • Provide timely and effective on-site support for end-users, resolving incidents and service requests related to hardware, software, network connectivity, and peripherals.
  • Execute Installations, Moves, Adds, and Changes (IMAC) for desktops, printers, network devices, and meeting room technology, coordinating with the client as needed.
  • Deliver desk-side orientation for end-users and support on basic usage of hardware and software.
  • Troubleshoot and manage break/fix issues, perform hands-on support for servers and network equipment, and coordinate repairs to minimize user downtime.
  • Manage user connections to the Infosys network resources, providing assistance irrespective of user location.
  • Operate and manage walk-up service centers, offering end-users a consumer-style support experience with direct, face-to-face assistance.
  • Provide hot-swap device replacements, hardware repairs, system tune-ups, and device refresh services for walk-up users.
  • Assist with device and accessory installations, software updates, and perform device compliance checks per Infosys standards.
  • Deliver high-touch support for VIP users, including extended support hours, rapid incident response, and specialized technical assistance tailored to VIP requirements.
  • Maintain direct communication with VIP users via phone or email to provide real-time support as required.
  • Administer the hardware asset pool to ensure availability of spare parts and equipment for end-users.
Requirements

To succeed in this role, you will need:

  • Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience preferred.
  • Minimum of 3 years of experience in desktop support, IT support, or field services, ideally in a large enterprise setting.
  • Proficiency with Windows OS, basic networking, hardware troubleshooting, and enterprise software.
  • Strong customer service, communication, and problem-solving skills.
  • Familiarity with IT service management tools and practices (e.g., ticketing systems, SLAs).
  • Experience supporting VIP users and managing on-site service centers is a plus.
  • Multilingual capabilities, especially in English and local language, preferred.
Preferred Qualifications

We are looking for candidates with experience in:

  • ServiceNow (preferred) but experience and knowledge in other ticketing systems is acceptable (i.e Zendesk, Jira, Zoho desk)
  • Microsoft 365
  • MFA and SSO
  • Active Directory basic administration
  • Azure basic administration
  • SCCM image and update deployment
Compensation

The estimated salary for this position is around $80,000 per year, depending on location and experience.

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