IT Service Desk

2 weeks ago

Bangalore, India TECEZE Full time

Job Title: IT Support Engineer (IMAC) Client: Infosys Payroll: TECEZE Work Type: Full-time Location: Bangalore Experience Level: 1–6 years (Flexible based on project scope) Role Overview: We are seeking an experienced EUC Engineer (IMAC Implementation) to manage and execute Install, Move, Add, Change (IMAC) activities for end-user computing devices. The role involves hands-on technical deployment, user coordination, and ensuring smooth transitions of IT assets while adhering to organizational standards, documentation, and SLAs. Key Responsibilities: Execute IMAC (Install, Move, Add, Change) tasks for desktops, laptops, printers, peripherals, and other EUC devices. Perform hardware/software installations, upgrades, configurations, and migrations as per IT policies and security standards. Handle asset tagging, inventory updates , and documentation following each IMAC activity. Support device rollouts, refresh projects, and user relocations within agreed timelines. Ensure data backup, migration, and recovery during system replacements or moves. Troubleshoot hardware and OS-level issues during deployment and escalate complex cases when necessary. Coordinate with Service Desk, Network, and Infrastructure teams for dependency management and issue resolution. Ensure SLA adherence and proper ticket closure in ITSM tools such as ServiceNow or Remedy. Support user onboarding and offboarding from an end-user device perspective. Prepare and maintain SOPs, checklists, and technical documentation for IMAC activities. Required Skills and Competencies: Strong knowledge of EUC technologies including Windows OS, Microsoft 365, Active Directory, SCCM/Intune . Hands-on experience in hardware setup, reimaging, and device provisioning . Proficiency in ITSM/ticketing systems (ServiceNow, Remedy, BMC Helix). Basic understanding of network troubleshooting (LAN/Wi-Fi, IP, DNS, DHCP). Experience using remote support tools such as RDP, TeamViewer, or AnyDesk. Excellent documentation, reporting, and communication skills. Strong customer service orientation and ability to work both independently and collaboratively . Preferred Qualifications: Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate. Experience in large-scale enterprise IMAC deployments . Knowledge of asset management and lifecycle tracking tools . Familiarity with endpoint security solutions (BitLocker, antivirus, etc.). Education: ~ Bachelor’s Degree or Diploma in Computer Science, Information Technology , or a related field. Experience: ~ Minimum 1+ year of relevant experience in EUC or IMAC support roles.

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