Desktop Support - Sr Engineer-Cloud And Infra Engg

Area(s) of responsibility

Job Title: Onsite Desktop Support Engineer (EUC / AV L1 / Logistics Coordination)

Location: Onsite

Experience: 2–4 years

Shift: General / As per business requirement

Job Summary

The Onsite Desktop Support Engineer will be responsible for delivering reliable end user computing (EUC) support, providing Level 1 assistance for Audio Visual (AV) infrastructure, coordinating laptop shipment and receipt with external courier partners, and offering hand and feet support to infrastructure teams. The role requires strong coordination skills, hands on troubleshooting capabilities, and excellent user engagement.

This position acts as the first physical touchpoint for IT support at the site and plays a critical role in asset lifecycle management and smooth IT operations.

Key Responsibilities

End User Computing (EUC) & Deskside Support

Provide onsite L1/L2 support for desktops, laptops, peripherals, printers, and accessories.

Perform OS installation, re imaging, software installation, patching, and basic troubleshooting.

Resolve incidents and service requests as per defined SLA and ITSM processes (ServiceNow or equivalent).

Support new joiner onboarding and employee exits (device handover, returns, data sanitization)

Laptop Logistics & Courier Coordination

Coordinate With External Courier/logistics Partners For

Shipment and receipt of laptops and accessories.

Tracking consignments and ensuring timely delivery.

Maintaining proof of delivery and escalation with vendors if required.

Maintain accurate asset movement records (dispatch, receipt, inventory updates).

Work closely with central IT/asset management teams for device lifecycle compliance.

Infrastructure Coordination & Hand and Feet Support

Provide hand and feet support for Network, Server, and Facilities/Infra teams during:

Network troubleshooting

Rack/patching activities

Device replacements or site maintenance work

Coordinate with L2/L3 infrastructure teams and vendors for issue resolution.

Assist during audits, office moves, upgrades, or infrastructure refresh activities.

Audio Visual (AV) Infrastructure – L1 Support

Provide Level 1 Support For Audio Visual Infrastructure Including

Meeting room AV systems

VC devices (camera, mic, speaker, display panels)

Projectors and digital signages

Perform basic troubleshooting (connectivity, power, cabling, device checks).

Coordinate with AV vendors or internal AV/L2 teams for complex issues.

Support meetings and critical business events as required.

Documentation & Compliance

Ensure proper documentation of incidents, asset movement, and support activities.

Adhere to IT security, compliance, and audit requirements.

Maintain inventory accuracy and participate in periodic audits.

Key Skills & Competencies Technical Skills

Windows 10/11, basic macOS troubleshooting

Hardware diagnostics (laptops, desktops, peripherals)

Basic networking knowledge (LAN/Wi Fi, cabling checks)

Exposure to ITSM tools (ServiceNow preferred)

Basic AV setup and troubleshooting

Operational & Soft Skills

Strong coordination and vendor management skills

Excellent communication and customer handling abilities

Ownership mindset and attention to detail

Ability to work independently in an onsite role

Educational Qualification

Diploma / Graduate in IT, Computer Science, or a related discipline.

Preferred

Experience in onsite IT support / EUC roles

Familiarity with AV meeting room setups