Deskside Support Technician I

The Digital Operations Technician is responsible for delivering hands-on support for users and workplace technology in Chennai. The role provides frontline support for end-user devices, office-based technology, onboarding activities, conference rooms, and local smart hands requirements, helping ensure stable and responsive support.

The role supports a remote and operationally important location, requiring strong independence, responsiveness, and coordination with Digital Operations as well as Infrastructure & Operations teams.

The position serves as the primary local IT support presence and works closely with global IT teams to resolve incidents, fulfill service requests, maintain device readiness, and support day-to-day business operations. This is an individual contributor role requiring strong technical troubleshooting, sound judgement, and a customer-focused approach.

The Role:

As a Deskside Support Technician I, you will work closely with our existing team to deliver projects for our clients while continuing to develop your skills and experience.

End User Support:

• Provide in-person support for desktops, laptops, monitors, peripherals, printers, and mobile devices.
• Troubleshoot and resolve hardware, software, device, and access-related issues for local users.
• Support new hire onboarding, workstation setup, user moves, and day-to-day break/fix activities.
• Deliver timely user updates and ensure support activities are properly documented and managed through approved ITSM processes.

Workplace Technology & Site Support:

• Support conference room and collaboration technology, including basic meeting room troubleshooting and readiness checks.
• Assist with workstation setup, hot desk support, office moves, and shared workspace readiness.
• Provide local smart hands assistance for infrastructure, network, telecom, or vendor-led onsite activities as required.
• Coordinate with regional and global support teams to ensure smooth handling of issues requiring escalation.

Device Lifecycle & Logistics:

• Support deployment, provisioning, refresh, rebuild, recovery, and replacement of endpoint devices.
• Assist with asset handling activities including receipt, setup, collection, return, and local coordination of hardware movements.
• Support termination hardware retrieval, end-of-lease handling, and e-waste/recycling processes in alignment with company standards.
• Maintain awareness of local inventory, device readiness, and support requirements for site.

Operational Support & Continuous Improvement:

• Perform first-line diagnosis, troubleshooting, and resolution of onsite IT issues, escalating where needed.
• Identify recurring issues and improvement opportunities affecting end-user experience, support responsiveness, or local site readiness.
• Partner with Service Desk, Infrastructure Teams, and third-party providers to help maintain stable service delivery.
• Contribute to consistent support practices, documentation, and service quality across the local environment.

Health, Safety & Compliance:

• Demonstrate commitment to health, safety, and compliance requirements applicable to the office or site environment.
• Follow company processes for security, asset management, access, and technology handling.
• Complete all required site or office inductions and work in accordance with local HSE expectations.

Physical Demand/Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak or listen. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Visual acuity must be adequate to perform all required job description tasks in a safe manner. The noise level in the work environment is usually quiet. Work is usually done in an office setting and sometimes at a client facility or job site.

This job description is intended to describe the nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities and duties required of the job incumbents.

About You:

• Experience in deskside, desktop, field, or end-user support within a business environment.
• Strong hands-on troubleshooting skills across Windows endpoints, standard business applications, peripherals, and user access issues.
• Experience providing in-person support to end users, including onboarding, break/fix, and workplace technology support.
• Familiarity with IT Service Management tools such as ServiceNow.
• Ability to work independently with limited supervision and manage multiple priorities.
• Strong communication skills and a customer-focused approach to support delivery.
• Experience supporting conference room, meeting room, or collaboration technologies.
• Experience supporting mobile devices, including iOS and Android.
• Familiarity with hardware lifecycle processes including provisioning, refresh, returns, and disposal coordination.
• Experience providing smart hands support for network, service, or infrastructure-related onsite activities.
• Experience working in engineering, industrial, operational, or multi-site business environments.