L2 and L3 Resource

IT HARDWARE Support Engineer:1. Hardware Installation & Configuration

Install, configure, and upgrade desktops, laptops, servers, and peripherals

Set up printers, scanners, and other office hardware devices

Perform system imaging and deployment

Infrastructure Service Management – Overview

Infrastructure Service Management (ISM) provides comprehensive support and lifecycle management for desktop assets, including end-user devices, voice equipment, mobile phones, and peripherals, in line with PPM policies. ISM acts as the primary contact for corporate services during move projects and is the escalation point for IMAC-related activities across the region.

The ISM team is responsible for the full hardware lifecycle—receiving, configuring, installing, moving, repairing, and decommissioning desktop assets—as well as maintaining accurate inventory and ensuring adherence to operational procedures. The team also supports event setups, business moves, hardware decommissioning, and post-power-down checks, while ensuring compliance with cost and policy guidelines.

Key Responsibilities:

• Manage hardware inventory and procurement through internal systems
• Monitor and resolve tickets in service queues
• Maintain IT and comms rooms
• Support business changes, employee onboarding/offboarding, and WFH hardware needs
• Handle escalations, set up training rooms, and participate in special events
• Perform basic troubleshooting, upgrades, imaging, and peripheral setup
• Collaborate across teams to deliver a customer-focused, high-quality service
• Participate in continuous service improvement and SLA/OLA adherence
• Work outside normal business hours and weekends as needed