IT Helpdesk Engineer

# **Job Opening: IT Support / IT Admin**
**Greetings from Techwise Digital Private Ltd!**
We are currently hiring for an **IT Support / IT Admin** role for **one of the leading banks**. We are looking for someone who can provide hands-on L1/L2 IT support to our users and complement the existing Bangalore Helpdesk team.
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### **Job Overview**
* **Role:** IT Support / IT Admin (L1/L2 Support)
* **Experience Required:** 5 to 7 years
* **Location:** Bangalore, India
* **Notice Period:** Immediate joiners preferred
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### **Key Qualifications & Skills**
* Strong experience providing hands-on L1/L2 technical support.
* Hands-on experience with **Microsoft 365**, **Active Directory**, and **Endpoint Management**.
* Proficiency with **ServiceNow** or a similar ITSM/ticketing platform.
* Proven experience in **Asset and Inventory Management**.
* Hands-on exposure to **Windows migration**, **patch management**, and **vulnerability remediation**.
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### **Key Responsibilities**
#### **Technical Support & Operations**
* Provide first and second-level technical support to end-users, resolving hardware, software, and network-related incidents and requests.
* Utilize ServiceNow as the primary ticketing system for incident and service request management, ensuring accurate and timely documentation, prioritization, and resolution.
* Administer and support mobile device management solutions, including AirWatch, for the deployment, configuration, and security of corporate mobile devices.
* Leverage Microsoft System Center Configuration Manager (SCCM) for software deployment, patch management, operating system deployment, and inventory management of end-user devices.
* Assist in identifying and remediating security vulnerabilities on end-user devices and associated infrastructure, adhering to established security policies and procedures.
#### **Site Support & Onboarding**
* Coordinate and execute IT-related aspects of office moves, new employee onboarding, and equipment changes, ensuring seamless transitions.
* Provide remote IT support and ensure the functionality of IT infrastructure in regional and satellite offices.
* Offer on-site and remote IT support for company events, ensuring the reliable operation of AV equipment, network connectivity, and other IT resources.
#### **Compliance & Governance**
* Collaborate with the relevant authorities.
* Participate in regular audits and reviews of IT systems and processes.
* Ensure adherence to established IT governance frameworks and compliance standards.
#### **Continuous Improvement & Innovation**
* Identify opportunities to automate repetitive tasks and improve IT support efficiency.
* Stay abreast of emerging technologies and industry trends relevant to IT support and endpoint management.
* Contribute ideas for improving IT services, tools, and processes.
* Proactively seek out and participate in training and development opportunities.
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### **Operational Duties / Business-as-Usual (BAU)**
* Respond to and resolve IT support tickets within defined Service Level Agreements (SLAs).
* Perform routine system checks, maintenance, and updates on end-user hardware and software.
* Troubleshoot and resolve issues related to end-user IT equipment.
* Maintain accurate IT asset inventory and support documentation.
* Contribute to the creation and maintenance of knowledge base articles and user guides.
* Monitor IT systems for performance issues and potential outages.
* Participate in on-call rotation for after-hours support as required.
* Perform root cause analysis for recurring or critical incidents and recommend permanent solutions.
* Oversee the deployment and lifecycle management of end-user hardware and software.
* Ensure the timely and effective execution of scheduled maintenance tasks and system updates.
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### **How to Apply**
Interested candidates who match the profile are encouraged to share their updated resumes along with their **Current CTC**, **Expected CTC**, and **Notice Period** to:
📧 **Email ID:** girish.gowda@techwisedigital.com

Work arrangement
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