IT Support Engineer – Desktop & Infrastructure

About the role

HCLTech is seeking an experienced IT Support Engineer to join its Desktop Support team. The role provides 24 × 5 on‑site technical assistance across multiple IT locations, handling break‑and‑fix, IMAC/D, preventive maintenance and VIP user support.

Key responsibilities

• Deliver on‑site support for Windows OS, mobile device management, video‑conferencing and L3 applications.
• Perform hardware and software troubleshooting, including root‑cause analysis and gap analysis for global end‑users.
• Maintain meeting‑room equipment, mobile devices, servers and network “hands‑on” support.
• Document incidents, recurring issues and case status in the Customer ITSM system and Knowledge Base.
• Follow the Customer critical‑incident process and ensure consistent procedures across the enterprise.

Required profile

• Bachelor’s degree in IT or Computer Science preferred.
• Minimum 5 years of combined experience supporting desktop and infrastructure technologies.
• Strong customer‑service orientation and ability to work independently on‑site.

Required skills

• Mobile Device Management (MDM) and Mobile Web Apps, iOS.
• Active Directory administration and infrastructure design.
• Advanced Windows 10 troubleshooting, including Windows Registry.
• Microsoft Office Suite (2010/2016) advanced support.
• Hardware troubleshooting and differentiation between hardware/software faults.
• macOS troubleshooting.
• Fundamental networking knowledge.
• Microsoft Intune.
• Printer support.
• Skype/Teams video‑conferencing system support.
• Office 365 administration.
• Azure Multi‑Factor Authentication (MFA) troubleshooting.
• Desktop imaging.