Deskside Engineer / End Point Management - L1

L1 – End Point Management / Deskside Engineer
Location: Turbhe, Navi Mumbai
Experience: 1–3 years deskside/EUC support
Job Overview: Deskside and remote support for 5,000+ users PAN-India: desktops, laptops, printers, O365 mail, Teams, OneDrive, and MS Office, plus the laptop preparation program (2,370 laptops per SOW 4.23-G).
Key Responsibilities:
• Fulfil daily requests and fix technical issues for 5,000+ users across branches.
• Laptop preparation for new joiners per bank policy: standard software load, HDD encryption, data backup (file
server/OneDrive) and transfer, old-laptop formatting and lessor return coordination.
• O365 mail, Teams, OneDrive, and Office incident support.
• Coordinate with vendors for remote-location physical intervention; with server/network teams for user issues.
• Project support: DLP, NAC, AD migration, MDM, MS Office installations.
• Asset movement and joint inspection support at lessor warehouse.
• Prepare operational reports, capacity/utilization inputs and service metrics.
• Ensure SLA compliance, audit readiness and RBI/security policy adherence.
• Maintain SOPs, runbooks, KB articles and operational documentation.
• Coordinate with OEMs/vendors and internal teams for issue resolution.
• Support DR drills, patching, vulnerability remediation and preventive maintenance.
• Participate in RCA preparation for Priority incidents.
• Follow Incident, Problem, Change and Service Request Management processes.
Technical Skills: Windows 10/11, O365 suite, imaging/encryption tools, ITSM, hardware troubleshooting.
Certifications: Preferred: ITIL Foundation.
Coverage Model: 12×6 (Mumbai hubs: Seawood, Rupa Solitaire, Centrum House, Dani Park, Vinay Bhavya).

Work arrangement
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