Support Engineer

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Description

We are looking for a Desktop Support Engineer who is responsible for providing technical assistance and support to end-users for their computer hardware, software, and network-related issues. Given IM has many remote Warehouses within India & across APAC, we also expect the engineer to learn & grow into IT Field Support engineer who with Engineers be able to travel to provide Hands & Feet support. This engineer with appropriate training & guidance should be able scale up to demands to visit Iron Mountain Data Centers & Warehouses to RACK Servers, Routers, Switches, Patch panels & related stuff.

Roles & Responsibilities

• User Assistance: - Provide prompt and courteous support to end-users, addressing hardware and software-related concerns and troubleshooting issues. Should be able to monitor Ticket queues & provide resolutions within stipulated SLA.
• On-site Support: - Provide on-site assistance for the installation, configuration, and maintenance of computer systems, servers, and network devices.
• Desktop Setup and Configuration: - Install, configure, and deploy desktop computers, laptops, Printer and peripherals, ensuring they meet organizational standards.
• Software Installation and Updates:- Install, update, and troubleshoot software applications, ensuring compatibility and adherence to licensing agreements.
• Hardware Troubleshooting: - Diagnose and resolve hardware issues, such as malfunctioning components or peripherals, to maintain a reliable computing environment and printer.
• Operating System Support: - Provide support for operating systems (e.g., Windows, macOS), including installation, configuration, and troubleshooting.
• User Account Management: - Manage user accounts, permissions, and access controls, ensuring security and compliance with organizational policies.
• Remote Support: - Offer remote assistance to end-users using various support tools, resolving issues efficiently without requiring physical presence.
• Should be able to work closely with Network Engineers & to follow Network Diagrams to be able to setup Networks at remote sites. Should be all to physically RACK Servers, Nutanix, NW devices such as Firewalls, Routers, Switches, Patch Panels & related to get the Network stood up at remote sites.
• Email and Communication Support: - Assist with email setup, configuration, and troubleshooting, ensuring seamless communication for end-users.
• Security Measures:- Implement and enforce security measures, including antivirus updates and malware removal, to safeguard desktop systems.
• Backup and Recovery: - Execute backup and recovery procedures to protect user data and ensure business continuity in case of system failures.
• Collaboration with IT Teams: - Work collaboratively with other IT teams, such as network administrators and system administrators, to address complex issues and ensure overall system stability.
• Documentation:-  Maintain accurate documentation of support activities, troubleshooting steps, and resolutions for future reference and knowledge sharing.
• IT Asset Management:- Manage and track IT assets, including inventory management, ensuring proper disposal of obsolete equipment and adherence to asset management policies.
• Responsible for Onboarding and Offboarding: Coordinate with onboarding & HR team to ensure onboarding & offboarding tasks are completed
• Responsible for AV system: Providing basic support on video conferencing call setup and Vendor coordination in case of problems in VC equipment or set-up
• Collaborate with vendors and service providers to resolve technical issues and coordinate repairs and Troubleshooting printer / scanner related issues at users desktop/laptop and reporting hardware issues to vendors

Requirements and skills

• 2-3 years of relevant experience as a Desktop Support Engineer.
• Should be flexible to work in rotational shifts including US, Europe & India timezones
• Should be flexible to travel to Iron Mountain Warehouses both within India & APAC.
• Excellent written & oral communication in English & local languages, with professional articulation skills required for interacting with customers.
• Knowledge of network security practices and anti-virus programs
• Experience using ITSM tools such as Service now.
• Good understanding of G suite product
• Experience in supporting Win8, 10, macOS, iOS and Android Product.
• ITIL v4 Foundation certification (nice to have)
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Experience in handling basic audits
• Knowledge of IP network, DNS, DHCP, WAN, LAN and experience with troubleshooting all aspects of wired and wireless configuration.
• Having experience with Google workspace, Cisco Switching & Routing and OKTA will be an advantage.
• Certification in such as CCNA would be a plus
• Diploma or Bachelor's degree in computer science, information technology or a related field

Category: Information Technology