IT Support Technician L1 (On-site) – Kolkata

About the role

We are looking for an experienced IT Support Technician (L1) to provide on‑site deskside assistance at our Kolkata office. The role involves handling hardware, software and connectivity issues for end‑users, as well as managing device lifecycles and supporting critical incidents.

Key responsibilities

• Provide end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software and connectivity problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging and vendor‑based hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administer approved software installations, updates and security patching in line with IT policies.
• Deliver remote and deskside support using EUC tools and support applications such as MS Office, Outlook and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Provide VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners and other peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory and technical guides.
• Work with Windows OS environments, mobile device support and basic Mac device handling.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Minimum 3 + years of experience in IT support, preferably in an on‑site deskside (L1/L2) environment.
• Strong knowledge of Windows operating systems and basic familiarity with macOS.
• Experience with hardware troubleshooting, imaging and patch management.
• Ability to work independently and act as the primary contact during critical incidents.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows OS
• Microsoft Office / Outlook
• VPN client configuration
• Active Directory
• ITIL processes
• Hardware diagnostics and repair
• OS imaging and patch deployment
• Printer and peripheral support
• Basic macOS support
• Remote assistance tools (EUC)