Senior Endpoint Management & Imaging Engineer; L3

Tools & Automation Engineer – Desk Side Services ()

As a Tools & Automation Engineer – Desk Side Services, you will:

• Develop, maintain, and enhance automation tools to improve operational efficiency across IT support and asset management functions.
• Manage and support asset management processes, ensuring compliance with organizational standards, governance policies, and ITIL practices.
• Resolve incidents and service requests within defined SLA targets while ensuring high customer satisfaction.
• Perform root cause analysis for recurring technical issues and implement long-term corrective actions.
• Maintain and update knowledge repositories, operational documentation, and support procedures.
• Collaborate with support teams, analysts, and stakeholders to streamline service delivery and improve operational processes.
• Support ongoing projects, automation initiatives, and continuous service improvement programs.
• Participate in on-call support activities and assist with critical incident management when required.

• 3+ years of experience in IT Support, Desk Side Services, Asset Management, IT Operations, or Automation Engineering.
• Strong knowledge of IT Asset Management processes, tools, and lifecycle management.
• Experience working with ticketing systems and incident management platforms.
• Good understanding of ITIL-based service management processes.
• Hands‑on experience troubleshooting hardware, software, and operational issues in enterprise environments.
• Strong analytical and problem‑solving capabilities with a focus on process improvement.
• Excellent communication and stakeholder management skills.
• Experience creating and maintaining technical documentation, knowledge articles, and operational procedures.
• ITIL Foundation Certification and Asset Management certifications are advantageous.

• Analyze operational challenges and identify automation opportunities.
• Independently manage incidents, service requests, and escalations within SLA commitments.
• Conduct effective root cause analysis and implement preventive measures.
• Utilize asset management tools to track, manage, and report on IT assets.
• Train and mentor support personnel on tools, processes, and best practices.
• Work effectively in a fast‑paced support environment while maintaining service quality.
• Collaborate across technical and business teams to deliver operational excellence.
• Balance multiple priorities while maintaining high levels of customer satisfaction.

• Opportunity to work within a large-scale global IT environment supporting enterprise operations.
• Exposure to automation initiatives, IT service management practices, and operational transformation programs.
• Collaborative and knowledge-driven work culture focused on continuous improvement.
• Opportunities to develop expertise in asset management, automation, and service operations.
• Access to learning, certification, and professional development opportunities.
• A dynamic environment that values innovation, operational excellence, and customer‑centric service delivery.