Desktop Infrastructure Engineer / IT Support Engineer (L1/L2)

 

 

 

 

 

Key Responsibilities

Technical Support & Troubleshooting• Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices• Diagnose and resolve hardware, software, and network connectivity issues• Perform equipment installations, configurations, and upgrades• Execute break-fix activities including hardware replacements and repairs• Support conference room technology, audiovisual equipment, and collaboration toolsService Delivery & Customer Experience• Respond to service requests and incidents in accordance with SLA requirements• Deliver white-glove service for executive and VIP users• Communicate technical information clearly to non-technical users• Provide on-site assistance during new hire onboarding and technology transitions• Ensure positive end-user experience through proactive communication and timely resolutionAsset & Inventory Management• Maintain accurate inventory of IT equipment and accessories• Perform asset tagging, tracking, and documentation in ServiceNow CMDB• Coordinate equipment staging, imaging, and deployment• Manage equipment refresh cycles and decommissioning activities• Ensure compliance with asset management policies and procedures Incident & Request Management• Log, track, and resolve incidents and service requests in ServiceNow• Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation• Follow standard operating procedures and knowledge base articles• Contribute to knowledge base by documenting solutions and troubleshooting steps• Participate in incident and problem management processesCollaboration & Coordination• Coordinate with remote support teams, vendors, and other IT groups• Support technology rollouts, migrations, and specia