● Daily L1/L2 desktop and end-user support

● Windows desktops, laptops, printers, and peripherals

● Hardware troubleshooting, replacements, and installations

● Onsite coordination with NOC and vendors

● Hands-on site activities (device reset, cable plug/unplug if required)

● Incident and request handling using ServiceNow

● Follow ITIL and change management processes

Additional Responsibilities (Server / Infrastructure Support):

● Windows Server operational support

● Hyper-V / Hyper-V Cluster exposure

● Veeam Backup monitoring and basic restore support

● HP Storage (SAN) – operational exposure

● Microsoft SQL Server – basic admin exposure

● Active Directory – basic exposure

● Support patching, firmware updates, and backup tape rotation

● Coordinate with OEM vendors and follow the escalation matrix

Mandatory Skills (Screening Checklist):

● Strong Desktop Support experience (Windows environment)

● Windows Server basics

● Hyper-V exposure

● Veeam Backup exposure

● ServiceNow / ITIL awareness

● Willingness for full onsite, hands-on support