Desktop Support Engineer
About Us:
Birlasoft part of the multibillion-dollar CK Birla Group is a global leader in Cloud AI and Digital technologies With professionals worldwide we combine domain expertise with enterprise solutions to enhance business efficiency and productivity Our consultative and design-thinking approach empowers societies globally while continuing the Groups heritage of building sustainable communities
Job Title: Onsite Desktop Support Engineer (EUC / AV L1 / Logistics Coordination)
Location: London UK
Experience: 2–4 years
Shift: General / As per business requirement
Job Summary
The Onsite Desktop Support Engineer will be responsible for delivering reliable end user computing (EUC) support, providing Level 1 assistance for Audio Visual (AV) infrastructure, coordinating laptop shipment and receipt with external courier partners, and offering hand and feet support to infrastructure teams. The role requires strong coordination skills, hands on troubleshooting capabilities, and excellent user engagement.
This position acts as the first physical touchpoint for IT support at the site and plays a critical role in asset lifecycle management and smooth IT operations.
Key Responsibilities
End User Computing (EUC) & Deskside Support
• Provide onsite L1/L2 support for desktops, laptops, peripherals, printers, and accessories.
• Perform OS installation, re imaging, software installation, patching, and basic troubleshooting.
• Resolve incidents and service requests as per defined SLA and ITSM processes (ServiceNow or equivalent).
• Support new joiner onboarding and employee exits (device handover, returns, data sanitization)
• Coordinate with external courier/logistics partners for:
o Shipment and receipt of laptops and accessories.
o Tracking consignments and ensuring timely delivery.
o Maintaining proof of delivery and escalation with vendors if required.
• Maintain accurate asset movement records (dispatch, receipt, inventory updates).
• Work closely with central IT/asset management teams for device lifecycle compliance.
Infrastructure Coordination & Hand and Feet Support
• Provide hand and feet support for Network, Server, and Facilities/Infra teams during:
o Network troubleshooting
o Rack/patching activities
o Device replacements or site maintenance work
• Coordinate with L2/L3 infrastructure teams and vendors for issue resolution.
• Assist during audits, office moves, upgrades, or infrastructure refresh activities.
Audio Visual (AV) Infrastructure – L1 Support
• Provide Level 1 support for Audio Visual infrastructure including:
o Meeting room AV systems
o VC devices (camera, mic, speaker, display panels)
o Projectors and digital signages
• Perform basic troubleshooting (connectivity, power, cabling, device checks).
• Coordinate with AV vendors or internal AV/L2 teams for complex issues.
• Support meetings and critical business events as required.
Documentation & Compliance
• Ensure proper documentation of incidents, asset movement, and support activities.
• Adhere to IT security, compliance, and audit requirements.
• Maintain inventory accuracy and participate in periodic audits.
Key Skills & Competencies
Technical Skills
• Windows 10/11, basic macOS troubleshooting
• Hardware diagnostics (laptops, desktops, peripherals)
• Basic networking knowledge (LAN/Wi Fi, cabling checks)
• Exposure to ITSM tools (ServiceNow preferred)
• Basic AV setup and troubleshooting
Operational & Soft Skills
• Strong coordination and vendor management skills
• Excellent communication and customer handling abilities
• Ownership mindset and attention to detail
• Ability to work independently in an onsite role
Educational Qualification
• Diploma / Graduate in IT, Computer Science, or a related discipline.
Preferred
• Experience in onsite IT support / EUC roles
• Familiarity with AV meeting room setups