Onsite Support Engineer (M/F/D)

Who We Are?

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

What we are looking for?

The Onsite Support Engineer is responsible for providing on-site technical support, maintaining IT infrastructure, and ensuring the reliability of hardware, software, and network systems across assigned locations. This role involves hands-on troubleshooting, proactive maintenance, and coordination with central IT teams to uphold service levels and business continuity.

Key Responsibilities:

• Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
• Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
• Installation, basic configuration and troubleshooting of Apple devices
• Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
• Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
• Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
• Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Client’s endpoint configuration policies
• Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
• Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
• Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
• Management of desktop encryption, desktop anti-virus/anti-malware solutions and other applications deployed on the users’ desktops/laptops. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners
• Management of desktop and laptop configuration issues as required to adhere to the Client’s policies. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners.
• Manage and provide support for the MS Surface Hubs/LogiTech Tap devices and Audio/Visual equipment in the meeting rooms
• Providing onsite any issues related to all printers that are escalated to the Service Desk by the Client’s Managed Print Service Provider

Required Skills & Qualifications:

• 8-10 yrs. experience in onsite services with experience of working in the manufacturing plants highly desired
• Excellent inter-personal skills with the ability to communicate effectively across all layers of an organisation.
• Ability to learn quickly and provide guidance to junior team members
• Works well within a team as well as individually
• A self-starter without the need for day-to-day management
• Proficient in Desktop and laptops – installation and support (Windows as well as Apple devices)
• Proficient in installation and support of peripherals – printers, scanners and quality control gauges
• Working knowledge, experience of configuring and basic troubleshooting of servers, storage, cabling, switches, firewalls, WIFI access points
• Languages – Local language and English

Our X-Factor:

• Work ethic: You are a consummate professional.
• Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
• Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact: You are a critical thinker with an emphasis on creativity and innovation.
• Passion: You have the drive to succeed paired with a continuous hunger to learn.
• Leadership: You are trusted, empathetic, accountable, and empower others around you.