Resident Engineer

Job Description – Resident Engineer (IT Infrastructure Support)

Company: Sysnet Global Technologies Pvt. Ltd.
Position: Resident Engineer
Department: IT Infrastructure Services
Reporting To: Service Delivery Manager / Project Manager
Location: Client Site

Job Summary

The Resident Engineer is responsible for providing on-site IT infrastructure and end-user support at the client location. The role involves installation, configuration, troubleshooting, and maintenance of IT hardware, software, network, and peripheral devices while ensuring adherence to Service Level Agreements (SLAs). The engineer will coordinate with internal teams, OEMs, and vendors to ensure uninterrupted IT operations and high customer satisfaction.

Key Responsibilities

• Provide on-site technical support for desktops, laptops, printers, scanners, and other IT peripherals.
• Install, configure, troubleshoot, and maintain Windows operating systems and business applications.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Perform installation, replacement, preventive maintenance, and health checks of IT equipment.
• Manage user accounts, password resets, and access permissions through Active Directory.
• Configure and support LAN/WAN, Wi-Fi, VPN, switches, and basic network infrastructure.
• Log, track, and resolve incidents and service requests using ITSM tools while meeting SLA requirements.
• Coordinate with OEMs, vendors, and internal technical teams for issue resolution and hardware replacements.
• Support software deployment, OS imaging, antivirus updates, and patch management activities.
• Maintain IT asset inventory, documentation, and service records.
• Assist in IT infrastructure rollout, system upgrades, office relocations, and new user setups.
• Ensure compliance with IT security policies, data protection standards, and organizational procedures.
• Prepare daily, weekly, and monthly service reports and communicate status updates to clients and management.
• Deliver excellent customer support while ensuring minimal downtime and timely resolution of incidents.

Required Technical Skills

• Desktop & Laptop Troubleshooting
• Windows 10/11 Administration
• Microsoft Office & Microsoft 365 Support
• Active Directory User Management
• Basic Networking (TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN)
• Printer & Peripheral Device Support
• Hardware Installation, Maintenance & Break-Fix Support
• Operating System Installation & Imaging
• Antivirus & Patch Management
• IT Asset Management
• ITSM/Ticketing Tools (ServiceNow, BMC Remedy, Jira, ManageEngine, etc.)
• Basic Knowledge of Server Support and Remote Troubleshooting

Soft Skills

• Strong troubleshooting and analytical skills
• Excellent communication and interpersonal skills
• Customer-focused approach with strong service orientation
• Ability to work independently at client locations
• Good documentation and reporting skills
• Time management and ability to prioritize tasks
• Team player with a proactive attitude

Educational Qualification

• Diploma/Bachelor's Degree in Computer Science, Information Technology, Electronics, or a related field.
• Relevant certifications such as CompTIA A+, N+, Microsoft Certified, CCNA (preferred).

Experience

• 1–5 years of experience in Desktop Support, IT Infrastructure Support, Field Support, or Resident Engineer roles.
• Experience working in an IT Managed Services (IMS) environment or at client locations will be an added advantage.