Oss Support Executive Engineer

Must Have Technical/Functional Skills

• Demonstrated experience in Onsite Support, Deskside Support, or End User Computing (EUC).
• Hands-on support for desktops, laptops, mobile devices, peripherals, printers and workplace technologies across corporate offices, manufacturing plants/factories and distribution/warehouse environments.
• Strong troubleshooting knowledge of Windows 10/11, Microsoft 365, Outlook, Active Directory, Group Policy and VPN.
• Experience with Microsoft Intune (MDM/MAM) and SCCM for device enrollment, configuration, compliance and application deployment.
• Experience with ServiceNow or similar ITSM tools, including Incident and Service Request lifecycle management.
• Working knowledge of ITIL processes, particularly Incident Management, Service Request Management and escalation.
• Experience in hardware lifecycle and asset management, including laptop deployment, refresh/replacement, asset audits, device return and break/fix/vendor coordination.
• Basic network troubleshooting covering TCP/IP, DNS, DHCP, Wi-Fi, proxy and network connectivity.
• Experience supporting plant/warehouse endpoints, including rugged/handheld devices, barcode scanners, label printers and industrial printers.
• Strong customer-facing communication and troubleshooting skills.
• Experience supporting VIP/executive users with minimum business disruption and appropriate confidentiality.
• Good written and verbal English communication; local language capability can be considered an added advantage based on site requirements.

Roles & Responsibilities

• Provide onsite desk-side, walk-up and IT Bar support to end users across offices, manufacturing sites and distribution/warehouse locations.
• Diagnose and resolve hardware, software, operating system, Microsoft 365, connectivity and peripheral-related incidents.
• Log, prioritize, troubleshoot, resolve, escalate and close Incidents and Service Requests within applicable SLA requirements.
• Maintain ServiceNow tickets with accurate troubleshooting activities, resolution information and user communication.
• Perform new joiner setup, device handover, initial sign-in assistance, MFA setup, email configuration and application validation.
• Handle device refresh/replacement, return and loaner-device activities, maintaining appropriate asset/CMDB records.
• Support mobile devices, Company Portal, mobile applications and coordinate device replacement where required.
• Perform user onboarding/offboarding and associated workplace IT activities.
• Maintain accurate asset assignment, return, replacement and loaner records.
• Support office/plant moves, hardware refresh activities and asset audits.
• Coordinate unresolved issues with appropriate resolver groups including Application, Infrastructure, Network, Telecom and OEM/vendor support teams.
• Provide proactive status updates to users and ensure proper ownership transfer during escalation.
• Support conference-room/AV equipment and workplace peripherals where required.
• Participate in daily operational reviews and follow up on aging/open tickets.
• Provide rotational onsite, on-call and weekend support where required to align with site/plant operating hours.

Salary Range-$60,000-$75,000 a year

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TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.a

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.