Deskside Support Engineer - Patch Management

Description :

Job Title : Deskside Support Engineer.

Experience Required : 3 to 6 Years.

Location : Chennai.

Job Purpose / Summary :

The Deskside Support Engineer is responsible for providing on-site technical support, troubleshooting hardware and software issues, and ensuring smooth end-user computing (EUC) operations.

The role involves first-level OS and hardware troubleshooting, software support, patch management, coordination with infrastructure teams, and VIP user assistance.

Key Responsibilities :

End-User Support :

- Perform first-level Operating System and Hardware troubleshooting for Windows desktops and laptops.

- Handle software break-fix support for standard and specialized business applications.

- Install, uninstall, or reconfigure supported software as required to resolve incidents.

- Build or rebuild workstation images and reinstall software as part of system recovery.

- Provide remote and telephone support to end-users as necessary.

- Deliver VIP / Executive support with priority handling and timely resolution.

System Administration & Maintenance :

- Ensure Windows patch management, antivirus, and encryption compliance.

- Perform desktop/laptop patch updates using automated tools or manual methods when required.

- Maintain and manage supported EUC software for smooth service delivery.

- Support in application installations, configurations, and troubleshooting by coordinating with central/local application teams.

- Handle mobile and iOS device configuration for email and security settings.

- Manage printer configurations, user access to MPS/MFD devices, and coordinate with third-party vendors for any device issues (VC/Printers/Scanners).

Coordination & Incident Management :

- Log, track, and resolve incidents/service requests within defined SLAs.

- Escalate issues to relevant resolver groups when remote resolution is not feasible.

- Provide Hands & Feet support for coordination with infrastructure teams (SSO & NSD).

- Coordinate with OEMs for hardware repair or replacement.

- Ensure end-to-end incident closure and user communication.

- Capture user feedback (CSAT) for resolved tickets.

Operational Support :

- Participate in desktop/laptop/printer refresh activities as part of BAU operations, following directions from the Kyndryl SPOC.

- Support office relocations, new rollouts, and hardware deployments.

- Assist during month-end activities (last 3 days of the month and first day of the next month) with extended support hours.

- Maintain system security and data confidentiality in line with company and client policies.

- Support ongoing system updates, patching, and antivirus updates to maintain compliance and security.

Key Skills & Competencies :

- Strong knowledge of Windows OS troubleshooting, software installation, and configuration.

- Hands-on experience with EUC tools, Active Directory, and remote desktop tools.

- Experience in patch management, AV updates, and encryption tools.

- Knowledge of mobile device configuration (Android/iOS).

- Familiarity with VC systems, printers, and scanners.

- Excellent communication, coordination, and customer service skills.

- Ability to handle high-priority VIP users and work under tight timelines.

Behavioral Competencies :

- Strong ownership and accountability.

- Customer-focused and proactive attitude.

- Excellent problem-solving and analytical skills.

- Team player with good collaboration and coordination abilities.

- Adherence to confidentiality and compliance standards.

Education & Experience :

- Bachelors degree / Diploma in Computer Science, IT, or a related field.

- 3 to 6 years of experience in Deskside or IT Support.

- Industry certifications like MCSA / MCITP / ITIL / CompTIA A+ / N+ preferred.