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Job Description & How to Apply Below
Job Location:
Hyderabad
Experience required: 4-6 yrs
Key Responsibilities
End‑User Desktop Support
- Troubleshoot OS, login/profile, performance, connectivity (Wi‑Fi/VPN), and application issues for Windows/macOS.
- Support Microsoft 365 apps, browsers, collaboration tools, and endpoint security (AV/EDR, encryption checks).
- Perform basic hardware diagnostics (RAM/HDD/SSD), replace field‑swappable parts, and coordinate RMA/warranty cases.
- Handle device onboarding/offboarding (initial setup, policy validation, data backup/restore), and peripheral installs (docks, monitors, scanners).
Remote Support & Ticket Handling
- Provide remote assistance using enterprise tools (e.g., Quick Assist/Remote Help/Teams/Zoom screen share).
- Triage incidents/requests, document steps and resolutions, and update tickets in ITSM (e.g., Service Now/Jira).
- Follow escalation matrix; collaborate with L2/L3 for complex issues and track to closure within SLAs.
Printer/MFP Support
- Install and configure printer/MFP drivers, secure print solutions (e.g., pull print), and default queues.
- Troubleshoot printer connectivity (TCP/IP, print servers), paper jams, consumables, and firmware upgrades.
- Coordinate with vendors for consumable replenishment, preventive maintenance, warranty claims, and device replacement.
- Maintain printer fleet inventory, location mapping, access/permissions, and usage reports.
Operations, Compliance & Asset Care
- Maintain SOPs/KBs and ensure audit‑ready documentation (build notes, change logs, disposal/transfer).
- Validate endpoint compliance (AV/EDR status, encryption/Bit Locker/File Vault, OS patch status) and remediate drifts.
- Support inventory updates (asset tags, ownership, location) and assist in periodic audits/stock checks.
User Experience & Communication
- Provide clear, courteous communication and status updates to end users.
- Run floor‑walks during peak times or post‑deployment to proactively address issues.
- Capture feedback/pulse checks and share improvement ideas.
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