Job Title: Deskside Support Engineer
Experience Required: 3 6 Years
Location: Chennai
Job Purpose / Summary
The
Deskside Support Engineer is responsible for providing on-site technical support, troubleshooting hardware and software issues, and ensuring smooth end-user computing (EUC) operations. The role involves first-level OS and hardware troubleshooting, software support, patch management, coordination with infrastructure teams, and VIP user assistance.
Key Responsibilities
End-User Support
- Perform first-level Operating System and Hardware troubleshooting for Windows desktops and laptops.
- Handle software break-fix support for standard and specialized business applications.
- Install, uninstall, or reconfigure supported software as required to resolve incidents.
- Build or rebuild workstation images and reinstall software as part of system recovery.
- Provide remote and telephone support to end-users as necessary.
- Deliver VIP / Executive support with priority handling and timely resolution.
System Administration & Maintenance
- Ensure Windows patch management, antivirus, and encryption compliance.
- Perform desktop/laptop patch updates using automated tools or manual methods when required.
- Maintain and manage supported EUC software for smooth service delivery.
- Support in application installations, configurations, and troubleshooting by coordinating with central/local application teams.
- Handle mobile and iOS device configuration for email and security settings.
- Manage printer configurations, user access to MPS/MFD devices, and coordinate with third-party vendors for any device issues (VC/Printers/Scanners).
Coordination & Incident Management
- Log, track, and resolve incidents/service requests within defined SLAs.
- Escalate issues to relevant resolver groups when remote resolution is not feasible.
- Provide Hands & Feet support for coordination with infrastructure teams (SSO & NSD).
- Coordinate with OEMs for hardware repair or replacement.
- Ensure end-to-end incident closure and user communication.
- Capture user feedback (CSAT) for resolved tickets.
Operational Support
- Participate in desktop/laptop/printer refresh activities as part of BAU operations, following directions from the Kyndryl SPOC.
- Support office relocations, new rollouts, and hardware deployments.
- Assist during month-end activities (last 3 days of the month and first day of the next month) with extended support hours.
- Maintain system security and data confidentiality in line with company and client policies.
- Support ongoing system updates, patching, and antivirus updates to maintain compliance and security.
Key Skills & Competencies
- Strong knowledge of Windows OS troubleshooting, software installation, and configuration.
- Hands-on experience with EUC tools, Active Directory, and remote desktop tools.
- Experience in patch management, AV updates, and encryption tools.
- Knowledge of mobile device configuration (Android/iOS).
- Familiarity with VC systems, printers, and scanners.
- Excellent communication, coordination, and customer service skills.
- Ability to handle high-priority VIP users and work under tight timelines.
Behavioral Competencies
- Strong ownership and accountability.
- Customer-focused and proactive attitude.
- Excellent problem-solving and analytical skills.
- Team player with good collaboration and coordination abilities.
- Adherence to confidentiality and compliance standards.
Education & Experience
- Bachelor's degree / Diploma in Computer Science, IT, or a related field.
- 36 years of experience in Deskside or IT Support.
- Industry certifications like MCSA / MCITP / ITIL / CompTIA A+ / N+ preferred.
