support engineer for workplace services

The team provides services at client locations covering workstations, printers, telephony, and middleware applications. Its goal is to support and continuously improve client processes.

• Manage Active Directory, Azure AD, M365, SCCM/Intune, project and change activities, and regular operational maintenance tasks, including security-driven tasks, using existing scripts
• Manage the Teams telephony system to support seamless communication and collaboration
• Prepare laptops, desktops, iPhones, and iPads for new joiners and replacements
• Handle hardware repairs, including RAM upgrades, battery replacements, and broken keys, mostly independently to avoid vendor delays
• Maintain the SharePoint-based inventory list with serial numbers, models, warranties, costs, allocations, returns, and offboarding updates
• Manage onsite printers, troubleshoot issues, track usage, and coordinate with third-party vendors
• Support conference rooms, troubleshoot Yealink devices during live meetings, document room setups, and coordinate with third-party vendors
• Handle shipments to work-from-home users through Opco-specific courier services; prepare boxes and labels, coordinate with reception, and track shipments containing expensive items
• Prepare weekly, monthly, and quarterly reports on assets and stock management
• Align onsite operations with offshore and nearshore teams, follow global delivery frameworks and SLAs, establish governance and reporting mechanisms for hybrid delivery, and ensure compliance with security, regulatory, and client-specific requirements
• Prepare hand scanners, barcode scanners, and other local-specific devices using documentation or by working with global teams
• Coordinate technical changes in systems and identify potential process improvements
• Maintain supplier contacts and support workplace operations in client environments
• Travel to different locations as required by Opco guidelines and business needs
• Respond to critical P1 or P2 issues outside offshore hours
• Maintain agreed SLAs
• Support H & F in data rooms, networks, and servers, coordinating with offshore and nearshore teams

• At least 5+ years of experience in IT Service Management
• Strong analytical, problem-solving, and critical-thinking skills
• Experience in a production environment
• Knowledge of ITIL
• Hands-on experience with Active Directory, Azure, SCCM, Intune, M365, and Windows; MCSE knowledge
• Experience using Entra ID, Intune, and Exchange, including basic configurations
• Strong organizational and self-starting abilities, with a structured approach to work
• Excellent communication, time-management, and interpersonal skills; customer-service orientation
• Ability to adapt to changing technologies and environments, work independently, and collaborate with teams, business stakeholders, and suppliers
• Ability to communicate in the local language and English
• Ability to mentor and train junior team members
• Будет плюсом: ITIL certification, ServiceNow experience

• Travel to different locations within the country of work as required by Opco guidelines and business needs
• Available to address critical P1 or P2 issues outside offshore hours