EUD Support Engineer

As a Onsite Specialist, you will provide your expertise, coordinate the management, and participate in workplace services. You will work based on Service Level Agreements, aligned with our ITCI strategy, and in close consultation with your offshore team and the business. The ultimate goal is to support and improve client processes continuously.

Your primary activities will include:

• Managing Active Directory, Azure AD,M365, SCCM/Intune, and performing project and change activities, as well as regular operational maintenance tasks (including security-driven) using existing scripts.
• Managing the Teams telephony system to ensure seamless communication and collaboration.
• Preparing laptops, Desktops, iPhones, iPads for new joiners and replacements. Handling hardware repairs (RAM upgrades, battery replacement, broken keys) mostly independently to avoid delays with vendors. HP or Other global partners.
• Familiar with Joiner, Mover & Leaver process.
• Inventory Management: Maintaining SharePoint based inventory list (not Excel):

Serial numbers, model, warranty, cost, etc. Updating inventory for new allocation, returns, and offboarding.

• Printer Support: Managing on site printers. Troubleshooting, usage tracking, maintaining & coordinating with 3rd party vendor.
• Conference Room Support: Supporting conference rooms (Eg : Yealink devices (A20, A40, etc.). Performing troubleshooting during live meetings. Maintaining documentation on conference room setups. Coordinating with 3rd party vendor.
• Shipping & Logistics: Handling shipments to work from home users via Opco Specific Courier Services. Preparing boxes, labels, and coordinating with reception. Tracking shipments when containing expensive items.
• Reporting: Weekly, Monthly & Quarterly on asset, Stock Management
• Align onsite operations along with Offshore/nearshore teams , follow global delivery frameworks and SLAs. Establish governance, reporting mechanisms for Hybrid delivery and Ensure compliance with security, regulatory, and client-specific requirements.
• Preparing hand scanner/barcode scanner or any other local Specific devices by looking at documentation or working with Global teams.
• Communicate in local language & English

This role offers a diverse and dynamic work environment, coordinating technical changes in systems and identifying potential process improvements. Your responsibilities will range from workplace management to maintaining supplier contacts, all to support the functioning of workplaces within Client Environment.

You will be part of the team responsible for all services in Client locations within the fields of workstations, printers, telephony, and middleware applications. You will report to the Manager and be based in respective Client location/Nearshore locations.

You: The ideal candidate is analytically strong with excellent communication skills, making it easy to interact with the business, suppliers, and other stakeholders. You enjoy teamwork and collaboration. Additionally, you have:

• At least 5+ years of experience in IT Service Management.
• Experience within a production environment (advantageous) and having strong analytic and problem solving skills
• Knowledge of ITIL (certification is an advantage), Preferabully Service Now Tool.
• Hands-on experience with Active Directory, Azure, SCCM & Intune,M365 and Windows (MCSE) knowledge.
• Entra ID / Intune / Exchange usage and basic configurations.
• Organizational and self-starting abilities, with a structured way of working.
• Travel ready to different places as per Opco Guidelines and on need basis with in the country you work.
• Available for any Critical issues like P1 or P2 outside offshore hours
• Maintain agreed SLA’s
• Flexible to support any H & F in Data rooms, Network, Servers. Etc and Coordinate along with Offshore/Nearshore teams

Soft Skills:

• Strong problem-solving and critical thinking abilities.
• Excellent time management and organizational skills.
• Ability to adapt to changing technologies and environments.
• Strong customer service orientation and interpersonal skills.
• Ability to mentor , train junior team members & work independently.