Job Type: Full Time
Job Location: Bangalore Gurugram
Job Responsibilities:
We are looking for an experienced End-User Support Engineer /Desktop Support Engineer to provide comprehensive endpoint support for a leading fintech company in India. The role focuses on delivering L1–L3 support, endpoint management and vendor/asset management to ensure seamless IT operations for business-critical payment gateway services.
Key Responsibilities
- Helpdesk (L1–L3): Provide 9×5 service desk coverage, resolve common issues at first call, escalate where required, and ensure SLA adherence via multichannel support.
- Remote & Onsite Support: Deliver hardware/software troubleshooting and connectivity issue resolution via remote tools or onsite visits as per SLA.
- Endpoint Management: Provision, configure, and deploy laptops/desktops; manage imaging, software installation, and compliance with organizational standards.
- Patch & Updates: Ensure timely OS/app patches, compliance reporting, and preventive updates.
- User Account & Access: Manage user creation, provisioning, mailbox setup, access audits, and account terminations.
- Software & MDM: Handle approved software deployments, license tracking, mobile device management (Intune), and enterprise app configuration.
- Backup & Data Protection: Support endpoint backup software, schedule/monitor backups, resolve failures, and maintain compliance.
- Reporting & Governance: Provide monthly/quarterly SLA reports, RCA for critical incidents, and user satisfaction surveys.
- Asset & Vendor Management: Manage IT assets (IMAC, inventory, half-yearly audits) and support vendor contract governance, performance reviews, and IT bills processing.
Qualifications & Skills
- Graduate in IT/Computer Science or equivalent with 3–6 years of end-user support/endpoint management experience.
- Strong expertise in Windows OS, hardware/software troubleshooting, AD account management, patching, and backup tools.
- Hands-on knowledge of MDM (Intune) is preferred, endpoint automation, and service desk tools (Manage Engine, Jira, Servicenow, Sapphire etc.).
- Excellent problem-solving, communication, and customer-handling skills.
- Ability to work independently and in collaboration with cross-functional teams.