Job Title: Deskside Support
Location: India
Job Type: Remote
Required Language: Chines - Intermediate - Conversational
Role Summary
Looking for an L1 Deskside Engineer with 23 years of experience to provide first-line IT support. The role focuses on troubleshooting desktops, hardware, software, and basic network issues while ensuring smooth day-to-day IT operations and compliance with organizational policies.
Responsibilities
- Provide L1 support for Windows operating systems, software applications, and IT support tools.
- Troubleshoot and resolve issues with desktops, laptops, hardware components, memory modules, and peripherals.
- Handle basic end-user security issues, including antivirus and security practices.
- Ensure efficient performance and uptime of computers and network systems.
- Perform basic troubleshooting on network devices, datacenter equipment (UPS, PACs, cabling, power, etc.), and AV/telephony systems.
- Support installation, configuration, and basic troubleshooting of software, including GxP applications (in coordination with vendors).
- Collaborate with Site IT, Business Unit IT, and Regional Desktop leads to maintain service quality.
- Provide local application support to meet business needs as guided by IT leads.
- Take ownership of assigned IT tasks and deliver them within defined timelines.
- Manage IT asset inventory using available remote tools.
- Ensure compliance with organizational information security policies while supporting end-users.
- Prepare management-level IT support and performance reports.
- Provide mobile device support limited to SOP-based configurations.
Requirements:
- 23 years of IT support/helpdesk experience in an L1 role.
- Strong knowledge of Windows OS, hardware troubleshooting, and basic networking.
- Familiarity with GxP application installation and issue resolution.
