A. Onsite Support (Resident Engineer)
- Provide daily onsite IT support at assigned customer locations
- Act as the first point of contact (L1/L2) for IT-related issues
- Ensure SLA compliance and customer satisfaction
- Maintain service logs, tickets, and documentation
- Perform user support, troubleshooting, and system maintenance
- Coordinate with internal teams for escalation
B. On-call / Dispatch Support
- Respond to service requests and incidents via dispatch or ticketing system
- Travel to customer sites for on-demand support
- Provide remote or onsite troubleshooting within SLA
- Submit service reports and closure documentation
- Track time, activities, and parts used
C. Technical Responsibilities
- Install, configure, and support end-user devices
- Support Windows and macOS environments
- Perform hardware diagnostics and repair
- Conduct preventive maintenance
- Support basic network connectivity
- Assist in IT infrastructure setup and projects
D. Service Operations & Compliance
- Follow service processes, SLA, and reporting standards
- Maintain accurate service logs and timesheets
- Ensure compliance with customer policies
- Provide clear communication to clients
E. Additional Responsibilities
- Support AMC contracts and maintenance visits
- Participate in standby / after-hours support if required
- Perform other IT-related tasks assigned
