IT SERVICE ENGINEER LEAD

Objective:

The Laptop Service Engineer Lead will be responsible for leading the laptop service and QC support team, ensuring timely diagnosis, repair, preventive maintenance, OS installation, hardware upgrades, quality checks, and readiness of laptops for deployment.

The position requires strong technical knowledge of laptop hardware/software, team handling capability, troubleshooting skills, productivity management, and strict adherence to company SOPs, TAT and quality standards.

Key Responsibilities

A. Technical Service & Troubleshooting

• Diagnose and troubleshoot laptop hardware and software issues.
• Handle motherboard, display, keyboard, battery, charging, RAM, SSD/HDD, Wi-Fi, USB, webcam and other hardware-related issues.
• Perform OS installation, formatting, imaging, driver installation and software configuration.
• Carry out RAM/SSD upgrades and other hardware upgrades as required.
• Identify recurring technical failures and recommend corrective actions.
• Perform preventive maintenance and ensure laptops remain deployment-ready.
• Troubleshoot BIOS, booting, operating system and driver-related issues.
• Support technical diagnosis for escalated customer/service tickets.

B. Team Leadership

• Lead and supervise the Laptop Service Engineer/Technician team.
• Allocate daily work based on priority, technician skill and workload.
• Monitor individual and team productivity.
• Ensure technicians achieve defined daily/weekly/monthly targets.
• Provide technical guidance and on-the-job training to junior engineers.
• Conduct regular review of pending and ageing repair jobs.
• Ensure proper discipline, attendance and adherence to working schedules.

C. Service TAT & Ticket Management

• Ensure all service jobs are completed within defined TAT/SLA.
• Monitor tickets assigned to the technical team and ensure timely updates.
• Prioritize urgent customer, deployment and operational requirements.
• Ensure no ticket remains unattended or without a proper status update.
• Coordinate with CRM, Inventory, QC, Logistics and other departments for ticket closure.
• Escalate delays, technical blockers and critical issues to the Operations Head.

D. Quality Control

• Ensure every repaired laptop passes required testing before being released.
• Implement service checklists for hardware and software repairs.
• Minimize repeat complaints, rework and service failures.
• Ensure proper testing of:
• Display
• Keyboard & touchpad
• Battery & charger
• USB/HDMI/Audio ports
• Wi-Fi/Bluetooth
• Camera & microphone
• RAM/SSD
• Operating system
• Network connectivity
• Overall physical condition

# Coordinate with QC for final verification wherever applicable.

E. Reporting & MIS

Prepare and maintain daily/weekly/monthly reports covering:

• Total laptops received for service
• Laptops repaired
• Laptops pending
• Ageing repair cases
• Technician-wise productivity
• Repair TAT
• Repeat complaints
• Parts consumption
• Major technical issues
• Warranty cases
• Scrap/irreparable assets
• Ready-for-deployment laptops

Cross-Department Coordination

The Service Engineer Lead will regularly coordinate with:

Inventory: For asset movement, spare parts and asset availability

QC: For final quality verification

Logistics: For movement (Inward) of Assets

Operations: For productivity, escalations and operational planning