Technical Support Engineer

At Sandvik Mining and Rock Solutions, we deliver pioneering products and solutions to our global customers within the mining and construction segment. We are now recruiting for a proactive and customer-focused IT Technical Support Engineer This is an individual contributor role to be based in Pune office. The role requires travel upto 20% of time.

JOB PURPOSE

Key responsibilities include providing L2 level technical support for End user computing in the areas of Device configuration and hardware support, Operating system and standard applications, Collaboration tools, Peripherals etc. Follow ITSM tool and best practices to ensure support is managed within SLA's

Scope is to cover all the sites across India for SMRT, SCIPL, DormerPramet and Walter Tools entities

MAIN RESPONSIBILITIES

Complies with safety policies and applicable government, customer or industry regulations or requirements

Provide L2 support for End User computing devices , peripherals and standard applications, Includes :

• Proficient in Windows 11 support, Security updates
• Support Office 365 applications, Collaboration tools – Microsoft Teams, Sharepoint
• Support Audio video systems for meeting rooms
• Device configuration support – Desktops , Laptops , Workstations,Macbook, iPhone, iPad etc
• Support in coordinating and resolving hardware issues for EUC devices with respective OEM's
• Support peripherals like Printers, Handheld readers, Smart Displays, Projectors, IP Phones, Blue tooth devices etc
• Troubleshoot and coordinate hardware issues with HP , Lenovo, Dell 
• Experienced in using ITSM tool like Servicenow  for incident handling
• Using Anydesk for remote support
• Security and compliance management for EUC devices, troubleshoot security incidents and coordinate for resolution
• Ensure Standard Configuration on EUC devices and Maintain CMDB and   knowledge base
• Support OT operations and security in the production environment
• Maintain knowledge documentation for Tech support
• Work with major , company wide roll-out projects in the EUC area like migration to Windows 11, universal print, legacy OS clean-up , M365 apps roll-out   

Your Profile

Bachelors Degree with minimum 5-6  years of experience in any Multi-site company in the same field

Knowledge & experience  in EUC support , planning

Experience in using ITSM tools, monitoring and troubleshooting tools

Familiar with the latest & upcoming technologies in the area of EUC

Experience in OEM support processes ( Dell, Apple, Microsoft )

Passion for Customer Service and innovation

Good Incident management skills in the areas of

Good understanding of Windows Operating system and M365 applications,

Excellent skills with supporting Laptops, Desktops, Macbook, iPhone/iPad, peripherals

Excellent collaboration skills drive

What’s in it for you?

We’re proud to offer you a feedback-friendly arena, where people support each other, learn together and celebrate differences. You get a lot of freedom to shape your own work and it’s truly developing – both for your own career path and for the balance between work and family life. Simply put: a great place to work!

Our Sandvik culture 
Sandvik is a high-tech and global engineering group, rapidly developing into new, digital offerings. We believe in a collaborative and inclusive culture, where innovations are part of everyday life. And for us, it’s clear that our diversities form a solid foundation for achieving great results. Learn more about us by visiting or website, LinkedIn or Facebook. 

Location: Pune

Reporting to:  Manager IT – Technical Services

Application

Send your application no later than Jan 28, 2025. Read more about Sandvik Group and apply at home.sandvik/career (Job ID: R0074754).