Senior Onsite Desktop Support Engineer - Cloud & Infrastructure

Area(s) of responsibility

Job Title: Onsite Desktop Support Engineer (EUC / AV L1 / Logistics Coordination)
Location: Onsite
Experience: 2–4 years
Shift: General / As per business requirement

Job Summary

The Onsite Desktop Support Engineer will be responsible for delivering reliable end user computing (EUC) support, providing Level 1 assistance for Audio Visual (AV) infrastructure, coordinating laptop shipment and receipt with external courier partners, and offering hand and feet support to infrastructure teams. The role requires strong coordination skills, hands on troubleshooting capabilities, and excellent user engagement.
This position acts as the first physical touchpoint for IT support at the site and plays a critical role in asset lifecycle management and smooth IT operations.

Key Responsibilities
End User Computing (EUC) & Deskside Support
Provide onsite L1/L2 support for desktops, laptops, peripherals, printers, and accessories.
Perform OS installation, re imaging, software installation, patching, and basic troubleshooting.
Resolve incidents and service requests as per defined SLA and ITSM processes (ServiceNow or equivalent).
Support new joiner onboarding and employee exits (device handover, returns, data sanitization)

Laptop Logistics & Courier Coordination
Coordinate with external courier/logistics partners for: 
Shipment and receipt of laptops and accessories.
Tracking consignments and ensuring timely delivery.
Maintaining proof of delivery and escalation with vendors if required.
Maintain accurate asset movement records (dispatch, receipt, inventory updates).
Work closely with central IT/asset management teams for device lifecycle compliance.

Infrastructure Coordination & Hand and Feet Support
Provide hand and feet support for Network, Server, and Facilities/Infra teams during: 
Network troubleshooting
Rack/patching activities
Device replacements or site maintenance work
Coordinate with L2/L3 infrastructure teams and vendors for issue resolution.
Assist during audits, office moves, upgrades, or infrastructure refresh activities.

Audio Visual (AV) Infrastructure – L1 Support
Provide Level 1 support for Audio Visual infrastructure including: 
Meeting room AV systems
VC devices (camera, mic, speaker, display panels)
Projectors and digital signages
Perform basic troubleshooting (connectivity, power, cabling, device checks).
Coordinate with AV vendors or internal AV/L2 teams for complex issues.
Support meetings and critical business events as required.

Documentation & Compliance
Ensure proper documentation of incidents, asset movement, and support activities.
Adhere to IT security, compliance, and audit requirements.
Maintain inventory accuracy and participate in periodic audits.

Key Skills & Competencies Technical Skills
Windows 10/11, basic macOS troubleshooting
Hardware diagnostics (laptops, desktops, peripherals)
Basic networking knowledge (LAN/Wi Fi, cabling checks)
Exposure to ITSM tools (ServiceNow preferred)
Basic AV setup and troubleshooting

Operational & Soft Skills
Strong coordination and vendor management skills
Excellent communication and customer handling abilities
Ownership mindset and attention to detail
Ability to work independently in an onsite role

Educational Qualification
Diploma / Graduate in IT, Computer Science, or a related discipline.

Preferred
Experience in onsite IT support / EUC roles
Familiarity with AV meeting room setups