Desktop Support Engineer

Service Delivery ScopeSOE & Maintenance: Standard device image support Customer standards ke mutabiq.Service Request Management: IMACs (install/move/add/change) manage karna, reports se track karna.SOE Deployment: Manual image installation jahan zaroorat ho.Break/Fix Support: Hardware/software incidents resolve karna, dispatch aur warranty use karke.Facility Hands & Feet: Physical support, on-site stock management, asset disposal coordination, asset system update.VIP Support: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.L2/L3 Support: Onsite support jab L2/L3 team request kare.Asset Management: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).Conference Room Support: L2 support conferencing equipment ke liye.Ad-hoc Consulting: Discretionary hands-feet support jaisa request ho.Field Support (Dedicated + Dispatch)IMAC, break-fix, re-imagingWorkstation/mouse/keyboard/monitor/scanner/printer supportPrinter: config, jam removal, 3rd-party vendor coordinationAV: periodic health checks, vendor escortExiting employees: hardware/cellular device collectionNew hire: first-day support coordinationDisposalSoft: Single wipe + storage at Customer site (dedicated FTEs)Hard: Coordination with Customer's disposal vendorProcess & ToolsIncident mgmt, request fulfilment, deskside support, IMAC, config/asset managementTool: ServiceNowGeneral EUC ServicesLifecycle services: inventory, asset mgmt/reporting, warranty coordination, recovery, redeployment, disposal prepImage deployment compliant with Customer specs, changes via change management processRemote hands-feet coordination for End User/Network/Server issuesSirf trained + security-cleared engineers dispatch honge; primary engineer required, backup as fallbackCustomer/ADSL ko engineer interview/replace karne ka right haiDeployment & Retirement (IMACDs)Full IMACD lifecycle: coordination, scheduling, prework, expedited handling for high-priority, documented processes, site survey, technical/on-site support, remote execution jahan mumkin ho, backups, de-install/re-install, refresh plans, asset recovery (lost/stolen), maintenance per manufacturer specsServer Rooms/Data Center/Network Hands & FeetSmart hands for compute/network on ADSL requestDedicated sites: 24x7 for high severity; dispatch sites: jointly decidedBusiness hours: 8AM–5PM Mon-Fri (local), dispatch for after-hoursData Center Hands & FeetPower/LED checks, vendor escort, hard reboot, shipping/receiving, racking/de-racking, unpacking/inspection, network card/server config, troubleshooting, install/testingService HoursVIP: onsite 12x5, personnel ADSL-approvedGeneral: onsite 8am–5pm, Mon–FriDedicated FTEs: business hours only