Deskside Engineer / End Point Management - L1

L1 – End Point Management / Deskside Engineer

Location: Turbhe, Navi Mumbai

Experience: 1–3 years deskside/EUC support

Job Overview: Deskside and remote support for 5,000+ users PAN-India: desktops, laptops, printers, O365 mail, Teams, OneDrive, and MS Office, plus the laptop preparation program (2,370 laptops per SOW 4.23-G).

Key Responsibilities:

• Fulfil daily requests and fix technical issues for 5,000+ users across branches.

• Laptop preparation for new joiners per bank policy: standard software load, HDD encryption, data backup (file

server/OneDrive) and transfer, old-laptop formatting and lessor return coordination.

• O365 mail, Teams, OneDrive, and Office incident support.

• Coordinate with vendors for remote-location physical intervention; with server/network teams for user issues.

• Project support: DLP, NAC, AD migration, MDM, MS Office installations.

• Asset movement and joint inspection support at lessor warehouse.

• Prepare operational reports, capacity/utilization inputs and service metrics.

• Ensure SLA compliance, audit readiness and RBI/security policy adherence.

• Maintain SOPs, runbooks, KB articles and operational documentation.

• Coordinate with OEMs/vendors and internal teams for issue resolution.

• Support DR drills, patching, vulnerability remediation and preventive maintenance.

• Participate in RCA preparation for Priority incidents.

• Follow Incident, Problem, Change and Service Request Management processes.

Technical Skills: Windows 10/11, O365 suite, imaging/encryption tools, ITSM, hardware troubleshooting.

Certifications: Preferred: ITIL Foundation.

Coverage Model: 12×6 (Mumbai hubs: Seawood, Rupa Solitaire, Centrum House, Dani Park, Vinay Bhavya).