Contractor

Key Responsibilities

• Provide onsite L1/L2 deskside and end-user support. Troubleshoot Windows, Mac, hardware, peripherals, applications and endpoint issues. Build, configure and deploy laptops/desktops for new joiners and hardware refreshes. Install authorized software, patches, security updates and antivirus solutions. Support employee onboarding and offboarding activities. Provide support for mobile devices, printers, meeting rooms, conferencing and AV equipment. Support software upgrades, patching, imaging and infrastructure/network-related activities. Manage incidents and service requests in line with agreed SLAs. Own, route or escalate tickets to appropriate L2/L3 or functional support teams. Coordinate with third-party vendors through issue resolution and closure. Maintain accurate IT asset and inventory records. Support local applications and basic office network/infrastructure issues. Work closely with global IT support teams and local business stakeholders. Support audit and compliance-related activities. Identify opportunities for automation, self-service and continuous service improvement. Required Technical Skills Strong Windows 10/11 and desktop/laptop troubleshooting macOS support experience Microsoft 365 / Office support Microsoft Intune and SCCM ServiceNow or equivalent ITSM/ticketing platform Hardware and peripheral troubleshooting iOS and Android/mobile device support Meeting-room, conferencing and AV technology Basic networking knowledge, including LAN/Wi-Fi/connectivity troubleshooting Software deployment, patching and computer imaging IT asset management Experience working within SLA-driven international support environments Skills with M/O flag are part of Specialization Win the Customer -PL2 (Behavioural) One Birlasoft -PL2 (Behavioural) Results Matter -PL2 (Behavioural) Get Future Ready -PL2 (Behavioural) Linux administration - PL3 (Mandatory) Wintel Administration - PL3 (Mandatory) Network Support - PL2 (Optional) Help the tribe -PL2 (Behavioural) Think Holistically -PL2 (Behavioural)