Hardware & IT Support Engineer (Offroll)

Role Objective Provide L1/L2 IT support with a strong focus on ITSM and incident management, ensuring smooth day-to-day IT operations, infrastructure stability, and high user satisfaction. Key Responsibilities ITSM & Incident Management Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool Ensure SLA adherence and timely ticket closure Perform root cause analysis (RCA) for recurring incidents and support continuous improvement Escalate critical incidents to L2/L3 teams or vendors with proper documentation Hardware & Desktop Support Provide L1/L2 support for laptops and desktops including OS installation, formatting, and upgrades Troubleshoot hardware issues such as RAM, screen, and peripheral failures Support business applications including Outlook, AutoCAD, PDF tools, and antivirus Network & Infrastructure Support Support LAN/WAN, ILL/MPLS connectivity, and troubleshoot network outages Configure and manage routers, switches, access points, firewalls, VPN, CCTV, and biometric devices Work with OEM devices including Aruba, Fortinet, Cisco, Juniper, HP, and Cyberoam IT Asset Management Manage allocation, tracking, and recovery of IT hardware and software assets Maintain asset details including warranty, license, and assignment records Coordinate with vendors and OEMs for repair and replacement Collaboration, Email & VC Support Administer email platforms (Microsoft 365 / Google Workspace) Support Active Directory user management and endpoint security tools Provide troubleshooting and live support for Zoom, Google Meet, and Microsoft Teams meetings Vendor Coordination & Reporting Coordinate with infrastructure vendors and service providers Prepare and maintain IT MIS reports Support audit and compliance requirements Skills & Competencies Strong hardware troubleshooting and networking fundamentals Hands-on experience with ITSM tools Good communication skills in English and Hindi Ability to manage multiple incidents and priorities Education & Experience BSc-IT / BCom-IT / Diploma or equivalent with 1–3 years of experience in IT support, hardware, or networking roles.