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Position Summary
The IT Floor Support Engineer will provide on-site and remote IT support with a primary focus on end-user hardware, workstation setup and shifting, asset lifecycle management, and virtual desktop support. The role requires strong hands-on technical capabilities, effective communication skills, and close coordination with global IT counterparts, including teams in the United States. This position is essential to maintaining smooth daily IT operations and delivering excellent end-user experience at HBK CPA.
Key Responsibilities
- Provide on-site floor support for IT hardware, workstations, and end-user technology issues.
- Perform laptop and desktop troubleshooting, basic repairs, replacement coordination, and vendor follow-ups.
- Manage IT asset lifecycle including inventory tracking, tagging, allocation, transfers, and disposals.
- Execute workstation shifting, new user onboarding setups, and employee offboarding activities.
- Install, configure, and support Windows operating systems and standard HBK CPA applications.
- Troubleshoot Citrix Virtual Desktop (VDI) login, connectivity, and performance issues.
- Troubleshooting knowledge of networking concepts such as LAN, Wi-Fi, VPN, and printers.
- Coordinate with local and global IT teams, including US-based counterparts, for escalations and resolution.
- Ensure timely incident and request resolution in line with defined SLAs as per ITIL practices in ITSM tool like Connectwise.
- Maintain accurate documentation of incidents, asset movements, and support activities.
- Adhere to IT security policies, compliance requirements, and standard operating procedures.
Skills and Attributes for Success
- Strong verbal and written communication skills with a professional customer-service approach.
- Ability to collaborate effectively with local and global stakeholders.
- Customer-centric mindset with the ability to handle demanding users calmly and efficiently.
- High ownership, accountability, and attention to detail.
- Ability to multitask and prioritize work in a fast-paced support 24x7 environment.
Qualifications and Experience
- Bachelor’s degree, diploma, or equivalent qualification in Information Technology or a related field.
- 1–3 years of experience in IT desktop support, floor support, or end-user computing roles.
- Hands-on experience with Windows OS installation, configuration, and troubleshooting.
- Exposure to IT asset management and inventory lifecycle processes.
Preferred Skills
- Familiarity with ITSM tools for incident, request, and asset management.
- Experience working with CCH Engagement and CCH Axcess.
- Experience in L2 troubleshooting and escalation handling.
- Experience working in a global IT support or shared services environment.
- Experience supporting Citrix Virtual Desktop Infrastructure (VDI).
What we look for
- Strong problem-solving, troubleshooting, and root cause analysis skills.
- Ability to work independently as well as collaboratively within a team.
- Professional attitude with a willingness to learn and adapt to new technologies.
- Reliable, process-oriented, and committed to delivering high-quality IT support.
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