Senior Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

Job Description – EUC FSO (Field Support Officer) | Pune | Wacker Role Overview The EUC Field Support Officer (FSO) is responsible for onsite and remote end-user computing support across Wacker locations, ensuring seamless IT operations, high user satisfaction, and compliance with ITSM processes. The role supports IMAC, break-fix, smart hands, and workplace services, acting as a key interface between end users, Service Desk, and backend teams.

Key Responsibilities

Key Responsibilities 1. End User Support & Incident Resolution Provide onsite and remote EUC support for desktops, laptops, printers, and mobile devices Resolve break-fix incidents within agreed SLA timelines WACKER_MWS...Computing | Word Act as L2 technical support for escalated issues from Service Desk Ensure proper ticket handling, updates, and closure in ITSM tools (Service Now) WACKER_MWS...Computing | Word 2. IMAC Services (Install, Move, Add, Change) Perform device deployment, installation, and configuration Support hardware/software upgrades and migrations Execute device relocation and workplace setup activities WACKER_MWS...Computing | Word 3. Smart Hands & Onsite Services Provide hands-on support for infrastructure and workplace services Support event and meeting room setups when required WACKER_MWS...Computing | Word Coordinate with backend teams for network/server-related support 4. Device & Lifecycle Management Support device lifecycle activities (procurement coordination, deployment, disposal) Employee O...now Wacker | PDF Maintain accurate asset and CMDB records Employee O...now Wacker | PDF Ensure compliance with software distribution, patching, and security policies Employee O...now Wacker | PDF 5. VDI & Application Support Support Virtual Desktop Infrastructure (VDI) users and troubleshooting Employee O...now Wacker | PDF Provide support for: Microsoft Office / business applications SAP access (basic support coordination) Employee O...now Wacker | PDF 6. Customer Experience & Communication Act as primary onsite IT contact for end users Provide timely updates and clear communication Ensure high CSAT and user experience (XLA mindset) 7. Compliance & Documentation Adhere to IT security, safety, and compliance policies WACKER_MWS..._Computing | PDF Maintain documentation of all activities and changes WACKER_MWS...Computing | Word Contribute to knowledge base updates and improvements

Skill Requirements

Job Description – EUC FSO (Field Support Officer) | Pune | Wacker Role Overview The EUC Field Support Officer (FSO) is responsible for onsite and remote end-user computing support across Wacker locations, ensuring seamless IT operations, high user satisfaction, and compliance with ITSM processes. The role supports IMAC, break-fix, smart hands, and workplace services, acting as a key interface between end users, Service Desk, and backend teams. Key Responsibilities 1. End User Support & Incident Resolution Provide onsite and remote EUC support for desktops, laptops, printers, and mobile devices Resolve break-fix incidents within agreed SLA timelines WACKER_MWS...Computing | Word Act as L2 technical support for escalated issues from Service Desk Ensure proper ticket handling, updates, and closure in ITSM tools (Service Now) WACKER_MWS...Computing | Word 2. IMAC Services (Install, Move, Add, Change) Perform device deployment, installation, and configuration Support hardware/software upgrades and migrations Execute device relocation and workplace setup activities WACKER_MWS...Computing | Word 3. Smart Hands & Onsite Services Provide hands-on support for infrastructure and workplace services Support event and meeting room setups when required WACKER_MWS...Computing | Word Coordinate with backend teams for network/server-related support 4. Device & Lifecycle Management Support device lifecycle activities (procurement coordination, deployment, disposal) Employee O...now Wacker | PDF Maintain accurate asset and CMDB records Employee O...now Wacker | PDF Ensure compliance with software distribution, patching, and security policies Employee O...now Wacker | PDF 5. VDI & Application Support Support Virtual Desktop Infrastructure (VDI) users and troubleshooting Employee O...now Wacker | PDF Provide support for: Microsoft Office / business applications SAP access (basic support coordination) Employee O...now Wacker | PDF 6. Customer Experience & Communication Act as primary onsite IT contact for end users Provide timely updates and clear communication Ensure high CSAT and user experience (XLA mindset) 7. Compliance & Documentation Adhere to IT security, safety, and compliance policies WACKER_MWS..._Computing | PDF Maintain documentation of all activities and changes WACKER_MWS...Computing | Word Contribute to knowledge base updates and improvements Required Skills & Experience Technical Skills Strong experience in: Windows OS, laptops/desktops troubleshooting Hardware diagnostics and repair Microsoft Office and enterprise applications Knowledge of: VDI / Citrix environments ITSM tools (Service Now preferred) Basic networking concepts Soft Skills Strong customer handling and communication skills Ability to work in a multicultural, global environment Good problem-solving and troubleshooting mindset Qualifications Bachelor’s degree in IT / Computer Science (preferred) Relevant certifications (e.g., ITIL, Microsoft) are an advantage Work Location & Coverage Location: Pune (Delivery Center supporting global Wacker sites) Work model: Hybrid (primarily onsite / smart hands support) Shift: Aligned to global service coverage requirements Nice-to-Have

Other Requirements

strong adaptability to clients requirements