Title:  Contractor

About Birlasoft

Birlasoft brings together domain expertise, enterprise solutions, and digital technologies to help organizations transform their business processes. As part of the CKA Birla Group, Birlasoft has a global workforce of 11,000+ professionals and a strong commitment to Diversity, Equity & Inclusion (DEI), Corporate Social Responsibility (CSR), innovation, and sustainable business practices.

Role Overview

We are looking for an experienced Onsite Deskside Support Engineer to provide hands-on end-user IT support at our Aberdeen location.

The role will be responsible for resolving incidents that cannot be handled remotely, supporting desktops, laptops, mobile devices and meeting-room technology, managing IT assets, and coordinating with global support teams and third-party vendors.

Key Responsibilities

• Provide onsite L1/L2 deskside and end-user support.
• Troubleshoot Windows, Mac, hardware, peripherals, applications and endpoint issues.
• Build, configure and deploy laptops/desktops for new joiners and hardware refreshes.
• Install authorized software, patches, security updates and antivirus solutions.
• Support employee onboarding and offboarding activities.
• Provide support for mobile devices, printers, meeting rooms, conferencing and AV equipment.
• Support software upgrades, patching, imaging and infrastructure/network-related activities.
• Manage incidents and service requests in line with agreed SLAs.
• Own, route or escalate tickets to appropriate L2/L3 or functional support teams.
• Coordinate with third-party vendors through issue resolution and closure.
• Maintain accurate IT asset and inventory records.
• Support local applications and basic office network/infrastructure issues.
• Work closely with global IT support teams and local business stakeholders.
• Support audit and compliance-related activities.
• Identify opportunities for automation, self-service and continuous service improvement.

Required Technical Skills

• Strong Windows 10/11 and desktop/laptop troubleshooting
• macOS support experience
• Microsoft 365 / Office support
• Microsoft Intune and SCCM
• ServiceNow or equivalent ITSM/ticketing platform
• Hardware and peripheral troubleshooting
• iOS and Android/mobile device support
• Meeting-room, conferencing and AV technology
• Basic networking knowledge, including LAN/Wi-Fi/connectivity troubleshooting
• Software deployment, patching and computer imaging
• IT asset management
• Experience working within SLA-driven international support environments