Desktop Support Engineer

Role & responsibilities

1. End User & VIP Support

Provide priority support to VIP users for IT-related issues.

Deliver end-user support across all operational shifts and business functions.

Support users from QC, Manufacturing, EUS, and other departments.

Ensure timely response and resolution of user issues.

2. ITSM Ticket Management

Handle ITSM tickets, including:

Ticket logging

Initial analysis

Response and resolution

Follow-up with users

Closure with proper resolution comments

3. Server, Network & Infrastructure Support

Provide support during unexpected downtime related to:

Servers

Network devices

Switches

Routers

ISP/link connectivity

Coordinate with respective technical teams for quick restoration.

Support basic switch handling and network switch replacement activities.

Perform LAN port movement, activation, and deactivation as per requirement.

Coordinate provisioning of new network points.

Perform network cable patching, labeling, and tracing at both ends:

Switch side

End-user desk side

4. End User System Readiness

Ensure systems are OS-ready and installed with required software.

Support both instrument and non-instrument systems.

Prepare systems for new users, departments, and operational requirements.

Support software installation, configuration, and basic troubleshooting.

5. Compliance & Security Support

Work on CrowdStrike compliance activities.

Support pending CS and SCCM compliance closure.

Ensure systems are compliant as per IT security requirements.

Scan visitor laptops and pen drives during entry or gate-pass process as per process.

Support IT clearance activities for Lupin and contract employees.

6. IMAC Activities

Prepare and execute IMAC activities, including:

Install

Move

Add

Change

Coordinate with users and technical teams for smooth execution.

Maintain required checklist and documentation for IMAC tasks.

7. Documentation & Checklist Management

Complete O-Drive annexure documentation.

Prepare checklists for new infrastructure as per annexure requirements.

Maintain proper records for IT support activities, asset movement, and compliance tasks.

8. Asset & PAV Support

Support yearly physical asset verification activities.

Support yearly Digital PAV activities.

Assist in validation of IT assets and update records as required.

9. Audit & Event Support

Provide IT support during:

Regulatory audits

Customer audits

CQA audits

FDA consultant audits

Training sessions

Internal events

Ensure required IT systems, cameras, and support arrangements are available during audits/events.

Perform AP health checks at all unit warehouses before regulatory, CQA, or FDA consultant audits.

10. Printer, Barcode & Peripheral Support

Provide basic support for printer and label jam clearance for:

Konica printers

Barcode printers

Zebra printers

Honeywell printers

HP printers

Troubleshoot basic printing and connectivity issues.

Coordinate with vendor or respective support team wherever required.

11. Attendance & Access Device Support

Attend punching machine/attendance machine issues related to network connectivity.

Coordinate with network or vendor teams for resolution if required.

12. New Joiner & Exit Support

Conduct IT induction for new Lupin joiners.

Support IT clearance closure for Lupin and contract employees during exit process.

Preferred candidate profile