Technology Support Engineer

Technology Support Engineer

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Workplace Technology Solutions

2 year(s) of experience is required

15 years full time education

Role Overview: As a Tech Bar / Site Services Support Engineer, you will provide in-person and remote IT support to client colleagues at dedicated support sites, ensuring seamless technology experiences. You will act as a technology advocate, troubleshooter, and service ambassador, supporting workplace technology (Desktop management, Videoconferencing support) and collaborating with global and local teams.

Key Responsibilities:

• Onsite & Remote Support Deliver onsite IT support at dedicated client locations in the English / local language and during local business hours, as per client requirements. Provide remote support to the Global Service Desk and users, including those traveling or accessing services remotely.
• Tech Bar Services Offer immediate, in-person IT support and appointment-based assistance. Triage, diagnose, and resolve workplace / desktop, videoconferencing and software issues escalate unresolved incidents to designated resolver teams. Create and manage tickets in the client’s ITSM ServiceNow tool, assisting users in articulating issues. Provide loan equipment to maintain user productivity during unresolved break/fix scenarios.
• Technology Advocacy & Enablement Stay informed on new enterprise developments and service offerings advocate and explain new services and common issues to users. Enable and support roaming users for seamless connectivity at client sites.
• Incident, Problem & Service Request Management Resolve incidents and problems, coordinating with third-party vendors as needed. Fulfill service requests, including escalated ones, in line with service level agreements. Collaborate with other IT functions and vendors to ensure workplace performance meets standards. Troubleshoot and provide operational/technical assistance conduct root cause analysis for major incidents (P1, P2, P3).
• Device & Data Management Perform repairs and data copying per client processes and policies. Support users in correct use of workplace technologies and services. Coordinate malicious code eradication, data backup, replication, and synchronization. Manage connectivity, print, file services, network segment access, email, and collaboration technologies. Initiate replacement of stolen/damaged devices dispose of equipment per policy. Arrange hardware shipping/handling perform corrective repairs and verification tests.
• Mobile & Remote Support Maintain and repair mobile workplace technology (Android, Apple) for remote users. Troubleshoot using remote system management tools per policy.
• IMACD (Install, Move, Add, Change, Delete) Fulfillment Track IMACD requests from initiation to closure confirm requirements and obtain approvals. Plan, schedule, and coordinate IMACD activities fulfill requests and confirm resolution. Manage license allocation and recouping.
• Inventory & Preventative Maintenance Maintain inventories of spares, hardware, assets, and peripherals at support sites. Follow OEM standards and industry best practices for hardware repair. Conduct preventative onsite maintenance.
• Event & AV Support Provide event support, ensuring communication and collaboration technologies meet event needs. Deliver remote and physical video conferencing/audio-visual support, including configuration and maintenance. Administer user profiles and establish initial video conferencing connections as needed.

Qualifications & Skills Bachelor’s degree in IT, Computer Science, or related field (preferred). 2+ years experience in IT support, preferably in a multi-site or client-facing environment. Strong troubleshooting and problem-solving skills. Excellent communication skills in English and local language(s). Experience with ITSM tools, Desktop support, hardware repair, mobile device and AV technologies. Experience in managing, troubleshooting Windows 11, MacOS. Ability to work independently and coordinate with global/local teams and vendors.

Work Locations Gurgaon, Noida, Bangalore, Mumbai. 15 years full time education

About Accenture: Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Employment Opportunity Statement: We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.