IT Engineer/End User Support Engineer/Resident Engineer- Morbi, Gujarat

Roles and Responsibility 1.End User Support Engineer / IT Engineer 1.1.End User Technical Support o Provide hands-on support for desktops, laptops, printers, scanners, biometric/attendance systems, and conference room equipment (projectors, TVs, audio systems, etc.). o Assist users in day-to-day operations of Microsoft 365 tools including OneDrive, SharePoint, Outlook, Teams, etc. o Guide users on common software installations and resolve application-related issues (PDF tools, browser settings, printer drivers, etc.) 1.2.System Configuration & Deployment o Configure laptops and desktops as per Simpolo’s IT policy and defined software baseline. o Ensure proper asset tagging and labelling before system handover to users. o Join eligible systems to Active Directory based on company policy and user profile. o Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender, etc.) 1.3.Hardware & Peripheral Troubleshooting o Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display, power, etc.). o Perform basic network diagnosis. Do internal coordination with Network team if it is network issue. o Coordinate with OEM/vendor for parts replacement under warranty (if applicable). o Support for printer maintenance, toner replacement, and troubleshooting printing issues. 1.4.Helpdesk Ticketing and SLA Compliance o Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine ServiceDesk Plus or equivalent). o Update ticket progress and provide regular feedback to the Helpdesk coordinator and end-user. o Ensure timely resolution of all tickets within defined SLA timelines. o Escalate unresolved or delayed issues to the next level in the support hierarchy. 1.5.Asset Management Support o Maintain and update asset information related to assigned systems and peripherals. o Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT assets. o Support in physical verification, tagging, and reconciliation of IT inventory. 2.Eligibility Criteria (End User Support Engineer / IT Engineer) 2.1. Educational Qualification ∙ Graduation in any stream from Govt recognized collage. ∙ CompTIA A+, Microsoft MCP, or similar certification is a plus (preferred but not mandatory). 2.2. Work Experience ∙ Minimum 4-5 years of relevant experience in IT support roles handling end user devices, printers, and basic networking. ∙ Experience in working with enterprise IT environments with Active Directory, Antivirus/EDR tools, and ticketing systems. 2.3.Technical Skills ∙ Proficient in: o Windows Desktop OS & Mac OS installation, configuration, and troubleshooting. o Joining systems to domain (AD), applying group policies. o Installing and updating Microsoft 365 applications and third-party software. o Basic printer configuration and troubleshooting. o Antivirus/EDR installation and verification. ∙ Familiarity with attendance systems, video conferencing tools, and standard office devices. 2.4.Tool Knowledge ∙ Experience in Helpdesk ticketing platforms such as ManageEngine, ServiceNow, or similar. ∙ Ability to update ticket logs, asset information, and coordinate via email and phone. 2.5. Behavioral Attributes ∙ Strong communication and user-handling skills. ∙ Must know Hindi language, but Gujarat language is preferable ∙ Proactive, disciplined, and well-organized. ∙ Ability to multitask and prioritize based on urgency and impact. ∙ Willingness to work in rotational shifts (if required) and can provide support across multiple locations remotely. ∙ Creativity, attention to detail, and flexibility. ∙ Experience of diagnosing and fixing technically complex problems. ∙ Demonstrable ability to communicate clearly using a range of styles, tools and techniques to explain technical issues to a wide range of people. ∙ Experience with working with Third Party Suppliers, providing excellent customer service in a client facing role. ∙ Experience of providing a high quality service in a demanding customer service environment. ∙ Excellent customer care skills with the ability to identify a customer’s requirements and to recognize whether these can be met effectively from the resources, timescales skills and funds available. ∙ Experience in managing conflicting demands in situations of pressure where priorities are rapidly changing. ∙ The ability to sit or stand for long periods of time. ∙ Physical fitness to transport and set up heavy equipment. ∙ Good hearing and eyesight. ∙ Awareness of all aspects of Health and Safety, including electrical safety within environment.

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