* Role Summary
- The IT Engineer will be responsible for delivering
IT support services across multiple clients under different engagement models, including Onsite Resident Engineer, On-call/Dispatch Support, and AMC-based services.
* Key Responsibilities
- Onsite Support (Resident Engineer)
+ Provide daily onsite IT support at assigned customer locations
+ Act as the first point of contact (L1/L2) for IT-related issues
+ Ensure SLA compliance and customer satisfaction
+ Maintain service logs, tickets, and documentation
+ Perform user support, troubleshooting, and system maintenance
+ Coordinate with internal teams for escalation
- On-call / Dispatch Support
+ Respond to service requests and incidents via dispatch or ticketing system
+ Travel to customer sites for on-demand support
+ Provide remote or onsite troubleshooting within SLA
+ Submit service reports and closure documentation
+ Track time, activities, and parts used
- Technical Responsibilities
+ Install, configure, and support end-user devices
+ Support Windows and macOS environments
+ Perform hardware diagnostics and repair
+ Conduct preventive maintenance
+ Support basic network connectivity
+ Assist in IT infrastructure setup and projects
- Service Operations & Compliance
+ Follow service processes, SLA, and reporting standards
+ Maintain accurate service logs and timesheets
+ Ensure compliance with customer policies
+ Provide clear communication to clients
- Additional Responsibilities
+ Support AMC contracts and maintenance visits
+ Participate in standby / after-hours support if required
+ Perform other IT-related tasks assigned