We are seeking a highly skilled and customer-oriented Deskside Support Engineer / EUC Specialist to provide advanced support for desktop environments, end-user devices, peripherals, and conference room technologies.

The ideal candidate will have strong technical troubleshooting capabilities and excellent communication skills to support enterprise users across hardware, software, networking, and AV infrastructure.

Key Responsibilities :

- Deliver Level 2/3 technical support for desktops, laptops, and associated peripherals (monitors, docking stations, keyboards, etc.

- Troubleshoot and resolve issues related to operating systems, patches, application performance, and hardware faults.

- Utilize tools such as SCCM, Ivanti, and Intune for system imaging, patch management, software distribution, and device compliance.

- Ensure all endpoints are regularly updated with antivirus definitions, feature packs, and Windows patches.

- Manage and troubleshoot AV and conference room equipment.

- Provide remote support using tools such as RDP, iDRAC, ILO, and remote desktop management software.

- Coordinate with Facilities for upkeep of non-network devices like CCTV cameras, humidity sensors, and other environmental monitors.

- Participate in space reclamation, profile archiving, and housekeeping activities for efficient environment usage.

- Provide detailed SLA-aligned reporting on incidents, resolutions, and performance metrics.

- Support software installation requests, upgrades, and license management.

- Adhere to ITIL best practices for incident, problem, and change management.

- Maintain detailed documentation, SOPs, and knowledge base articles for service operations.

- Communicate effectively with business stakeholders and represent IT support in meetings or escalations.

Technical Skills Required :

- Experience in Operating Systems : Windows 7/10/11, etc.

- Experience in System Management Tools like SCCM, Ivanti Endpoint Manager and Microsoft Intune

- Good knowledge of Networking Basics.

- Understanding of Remote Tools like RDP, iDRAC, ILO, TeamViewer, AnyDesk

- Experience in Enterprise Tools like Active Directory, Group Policy, Office 365 suite, MDM

- In-depth knowledge of AV Equipment Polycom, Cisco, StarLeaf, MS Teams Rooms - setup and support

- Knowledge of Asset & Lifecycle Management like ITSM tools, inventory tracking

Soft Skills & Other Requirements :

- Excellent verbal and written communication in English

- Strong customer service orientation and stakeholder management skills

- Analytical mindset with problem-solving ability under pressure

- Proven ability to work independently and in team environments

- Willingness to support off-hours or weekend work during planned outages or events

Preferred Certifications :

- CompTIA A+ / Network+

- Microsoft Certified: Modern Desktop Administrator Associate

- ITIL Foundation Certified

- MDM/Intune certifications