Resident Engineer

The Resident Engineer provides on-site End-User Services (EUS) support to ensure stable, secure, and efficient IT operations within the Nestlé environment. The role focuses on hands-on desktop support, asset lifecycle management, and adherence to Nestlé IT standards, security policies, and SLA commitments.

Key Responsibilities

End-User & Desktop Support

· Provide on-site Level 1 / Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals

· Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs

· Support Windows OS, Microsoft 365, standard Nestlé-approved applications, and endpoint security tools

Incident, Request & SLA Management

· Log, update, and resolve incidents and service requests via the designated ITSM tool

· Prioritise and manage tickets according to severity, impact, and urgency

· Escalate unresolved issues to regional or global support teams when required

Asset & Lifecycle Management

· Perform asset tagging, inventory tracking, and reconciliation in line with Nestlé asset management policies

· Support device refresh, deployment, relocation, and decommissioning activities

· Maintain accurate asset records and support periodic audits

User Onboarding & Offboarding

· Prepare, configure, and hand over IT equipment for new joiners

· Support user offboarding activities including device collection and access coordination

· Ensure compliance with Nestlé security and data protection standards

Site & Operational Support

· Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement)

· Support local projects such as office moves, refresh programs, and infrastructure upgrades

· Coordinate with facility teams, vendors, and service providers where required

Compliance, Security & Documentation

· Adhere strictly to Nestlé IT policies, security standards, and compliance requirements

· Follow standard operating procedures (SOPs) and change management processes

· Prepare operational reports, handover notes, and service documentation as required

Transition & Training

· Participate in transition and knowledge transfer activities prior to service commencement

· Attend mandatory Nestlé training, security briefings, and compliance sessions

· Support service stabilisation during go-live and early operational phases

Required Qualifications & Experience

· Diploma or Degree in Information Technology or related discipline

· Minimum 2–5 years of experience in on-site desktop / field support roles

· Strong hands-on experience with Windows OS, Microsoft 365, and endpoint devices

· Familiarity with ITSM tools and SLA-driven service environments

· Good communication skills and professional customer-facing manner

Preferred Skills

· ITIL Foundation certification

· Experience supporting large enterprise or multinational environments

· Experience working under strict SLA, compliance, and audit requirements