The Onsite IT Support Engineer is responsible for providing advanced technical support, troubleshooting, and hands-on assistance within an organization’s physical locations. Operate under the guidance of a supervisor and as per the SOPs, instructions, and supervision provided. A key focus of this role includes expertise in Operating System (OS) imaging and deployment. This position serves as an escalation point for Level 1 support, ensuring reliable, secure, and efficient IT operations. Provide on-site support as required by L3 at critical instances, including over the phone calls, online collaboration tools, etc.

Key Responsibilities:

• Provide onsite technical support for desktops, laptops, printers, and other end-user devices.

• Troubleshoot, diagnose, and resolve hardware and software issues escalated from Level 1 support.

• Perform OS imaging, deployment, and re-imaging of devices using industry tools (e.g., Microsoft MDT,

SCCM, Intune etc.). Provide break/fix support for desktops, laptops, and peripherals as requested.

• Maintain and update standardized OS images as per organizational requirements.

• Troubleshoot Windows OS, hardware, and enterprise applications.

• Reinstall/configure applications as needed.

• Coordinate with third-party vendors for escalations and hardware replacements.

• Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.).

• Ensure devices are up to date with security patches, drivers, and approved software.

• Support user account management (Active Directory, Azure etc.).

• Conduct site visits for asset management, network troubleshooting, and infrastructure checks.

• Document incident resolutions and contribute to knowledge base articles for future reference.

• Collaborate with network, server, and security teams for complex issue resolution.

• Maintain compliance with organizational IT policies and data protection standards.

Required Skills & Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 4+ years in a technical support role, OS Imaging support, User administration.

• Proficient in Windows. Proficient with macOS environment will be added advantage.

• Deep knowledge of OS deployment tools and methodologies.

• Familiarity with Active Directory, Azure, Intune, basic networking concepts, and remote support tools.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent communication, customer service, and interpersonal abilities.

Reporting & Work Environment

• Reports to: IT Services Manager or Onsite IT Lead.

• Work Location: Primarily physically onsite, may require travel between company offices/campuses.

• Occasional after-hours support for major deployments or urgent issues.

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