End User Support Engineer (Chennai)

KEY RESPONSIBILITIES -Serve as the local IT SPOC at the assigned branch location for all end-user IT incidents and service requests -Timely resolution of tickets via ITIL/ITSM tools including password resets, software troubleshooting, and hardware repairs -Image, configure, and install laptops, desktops, mobile devices, and peripherals (printers, scanners) -Troubleshoot VPN, Wi-Fi, Ethernet, and conferencing systems (e.g., MS Teams Rooms) -Manage user onboarding/offboarding: provisioning accounts and ensuring appropriate access rights - Perform diagnosis of hardware issues and replacement of faulty components (RAM, HDD/SSD,keyboard, battery, motherboard, etc.) -Coordinate with OEM vendors for warranty claims and follow up to resolution - Conduct preventive hardware health checks on a periodic basis - Maintain asset tagging, verification, and inventory reconciliation for all in-scope assets at the location -Ensure devices meet security standards including patch management, antivirus updates, and data protection -Track asset movements and update asset CI information in the asset management tool -Create knowledge base articles, user guides, and FAQs for common issues -Escalate unresolvable incidents to L2/L3 teams or OEM vendors with full incident details -Provide incident resolution reports and user sign-off before ticket closure -Coordinate with HSI NOC for remote resolution of incidents/alerts QUALIFICATIONS & EXPERIENCE REQUIRED Graduate/Diploma in IT, Computer Science, or Electronics 2-5 years of experience in desktop support or field engineering roles Hands-on experience with Windows OS, MS Office, and hardware components Ability to handle basic network troubleshooting (LAN, Wi-Fi, VPN) Experience with asset management and ticketing tools Valuable communication skills in English and local language Willingness to work in a 9x6 shift pattern (6 days a week) Ability to work independently at a branch location with remote team coordination PREFERRED / GOOD TO HAVE Experience in BFSI or Insurance sector IT support ITIL Foundation Certification CompTIA A+ or equivalent hardware certification Knowledge of AV tools and endpoint security practices .