IT Support Engineer- L2 | Intuitor Softech Services

Ref. Code: IIS/AC-C/IN-HT/ITSEL2-2024

Role & Responsibilities-

Specialists provide comprehensive desk-side support services for standard computing environments, including hardware devices, software applications, and related peripherals for Customer users. Their responsibilities include:

• Supporting User Computing Devices: Addressing issues related to all user computing devices, public computer devices, and associated peripherals, including third-party supplier equipment.

• Managing Computer Equipment and Software: Configuring and maintaining computer operating system settings and approved software applications to ensure optimal performance for Customer users.

• Troubleshooting and Diagnosing Issues: Diagnosing and resolving events impacting the computing environment, including hardware malfunctions for end users, and striving to resolve issues promptly.

• Supporting Service Requests: Assisting with tasks assigned by customer service teams or IT backend teams that require on-site intervention. This includes addressing service requests related to the computing environment of Customers end users.

• Onboarding and Equipment Delivery: Facilitating the deployment of new computer equipment for newly hired users and replacing outdated computer configurations.

• Managing Expired Equipment: Inspecting and recycling expired computer equipment, temporarily storing it in the local site warehouse, or arranging for its transfer to other Customer sites.

• Coordinating Hardware Repairs: Resolving hardware failures, coordinating on-site repairs with third-party suppliers, and assisting users in submitting work orders for hardware troubleshooting.

• Resolving OS and Software Issues: Identifying and resolving desktop operating system issues, installing or reinstalling applications, and managing system registrations and activations as needed.

• Assisting Users with Service Requests: Guiding users through the submission of service requests and addressing IT-related inquiries.

• Arranging Technical Support Visits: Coordinating with end users or on-site staff to schedule technical support visits in response to escalated service requests or incidents.

• Documenting Software Changes: Recording all software additions or deletions in accordance with Customers policies, standards, and authorization processes, ensuring user agreement.

• Guiding Users to Resources: Advising users on where to access official documents or self-service application links.

• Maintaining and Testing Equipment: Checking settings, testing computer equipment, and performing necessary factory resets, including device driver and firmware updates to resolve or prevent issues.

• Handling Data Backups: When replacing equipment or software, managing data backup processes in line with Customers policies, ensuring secure storage of replaced hardware for a two-week period at on-site facilities.

• Data Recovery Coordination: In cases where business-related data cannot be retrieved from storage devices or backups, assisting with data recovery efforts and coordinating with third-party data recovery specialists as necessary, with costs agreed upon in advance by Customer and the third-party suppliers.

• Obtaining User Acknowledgment: Securing user acknowledgment for resolved incidents or service requests.

• Providing Feedback: Communicating incident and service request resolution outcomes to Customers Service Coordinator in a timely manner.

• Managing Equipment Logistics: Coordinating logistics to avoid unnecessary transportation of equipment.

• Scheduling Support Visits: If an end user is unavailable, explaining the situation and arranging a suitable time for subsequent support.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field; Masters degree preferred.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

• Good Exposure on IT Infrastructure domain is required

• Excellent problem-solving and analytical skills