System Engineer -Desktop role

# Techwise Digital Private Ltd**Job Opening:** Helpdesk Engineer (L1/L2 IT Support)---### **Overview*** **Role:** Helpdesk Engineer (3 to 5 Years)* **Location:** Bangalore* **Shift Timings:** 6:30 AM to 3:30 PM | 9:00 AM to 6:00 PM* **Notice Period:** Immediate Joiners---### **Role Description**We are looking for someone who can provide hands-on L1/L2 IT support to our users and complement the existing Bangalore Helpdesk team.* Experience with Microsoft 365, Active Directory, and endpoint management* Experience with ServiceNow or a similar ITSM/ticketing platform* Experience with asset and inventory management* Exposure to Windows migration, patch management, and vulnerability remediation---### **Key Responsibilities*** 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.* 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.---### **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-users' 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.---### **Governance, Compliance & Risk Management*** Adhere to all organizational IT policies, standards, and procedures.* Ensure compliance with data privacy regulations and security best practices.* Assist in the implementation and enforcement of IT security controls related to end-user devices.* Report any security incidents or potential risks to 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.---### **How to Apply**Interested candidates can share their resumes to **girish.gowda@techwisedigital.com.com** along with **Current CTC, Expected CTC, and Notice Period**.```