Job Title: IT Support Engineer (IMAC)
Client: Infosys
Payroll: TECEZE
Work Type: Full-time
Location: Bangalore
Experience Level: 16 years (Flexible based on project scope)
Role Overview:
We are seeking an experienced EUC Engineer (IMAC Implementation) to manage and execute Install, Move, Add, Change (IMAC) activities for end-user computing devices. The role involves hands-on technical deployment, user coordination, and ensuring smooth transitions of IT assets while adhering to organizational standards, documentation, and SLAs.
Key Responsibilities:
- Execute IMAC (Install, Move, Add, Change) tasks for desktops, laptops, printers, peripherals, and other EUC devices.
- Perform hardware/software installations, upgrades, configurations, and migrations as per IT policies and security standards.
- Handle asset tagging, inventory updates, and documentation following each IMAC activity.
- Support device rollouts, refresh projects, and user relocations within agreed timelines.
- Ensure data backup, migration, and recovery during system replacements or moves.
- Troubleshoot hardware and OS-level issues during deployment and escalate complex cases when necessary.
- Coordinate with Service Desk, Network, and Infrastructure teams for dependency management and issue resolution.
- Ensure SLA adherence and proper ticket closure in ITSM tools such as ServiceNow or Remedy.
- Support user onboarding and offboarding from an end-user device perspective.
- Prepare and maintain SOPs, checklists, and technical documentation for IMAC activities.
Required Skills and Competencies:
- Strong knowledge of EUC technologies including Windows OS, Microsoft 365, Active Directory, SCCM/Intune.
- Hands-on experience in hardware setup, reimaging, and device provisioning.
- Proficiency in ITSM/ticketing systems (ServiceNow, Remedy, BMC Helix).
- Basic understanding of network troubleshooting (LAN/Wi-Fi, IP, DNS, DHCP).
- Experience using remote support tools such as RDP, TeamViewer, or AnyDesk.
- Excellent documentation, reporting, and communication skills.
- Strong customer service orientation and ability to work both independently and collaboratively.
Preferred Qualifications:
- Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate.
- Experience in large-scale enterprise IMAC deployments.
- Knowledge of asset management and lifecycle tracking tools.
- Familiarity with endpoint security solutions (BitLocker, antivirus, etc.).
Education:
- Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related field.
Experience:
- Minimum 1+ year of relevant experience in EUC or IMAC support roles.
