Job Description:
Role & Responsibilities:
We are looking for a skilled Desktop Support Engineer to provide hands-on technical support for end-user systems and IT infrastructure.
Key Responsibilities include:
- Troubleshooting, repairing, and resolving issues related to Windows laptops/desktops, iPhone, Android, and Mac devices.
- Strong hands-on hardware troubleshooting experience with Dell, HP, and Lenovo systems.
- Support for printer hardware and managed print services.
- Software break-fix, system reimaging, and hard drive recovery.
- Handling IMACD tasks – Installation, Moves, Additions, Changes, and Decommissioning.
- Backup and restore of user data and systems administration activities.
- Provide hands-and-feet support to Service Desk and Remote Support teams.
- Assist in Incident & Problem Management processes.
- Full ownership of assigned tickets until resolution.
- Categorize, prioritize, and track incidents via ticketing systems.
- Maintain IT asset inventory and perform monthly asset verification.
- Manage spare parts inventory and disposal processes.
- On-call support after working hours when required.
- Adhere to SLA timelines for response and resolution.
- Support special projects such as OS migrations, PC refresh, and mass deployment.
- Configure Wi-Fi, email (Outlook), and mobile devices.
- Provide Hands & Feet support for Network and Wintel teams—knowledge of Cisco routers, LAN switches, servers, and data center equipment.
- VIP & Executive user support.
- Raise purchase requests and follow up on technical POs.
Requirements
- Minimum 2 years as Desktop Support Technician supporting 500+ corporate users.
- Strong knowledge of Microsoft Office 2016 & Office 365 apps.
- Strong experience with Windows OS (7/10) installation & troubleshooting.
- Hands-on experience with desktops, workstations, notebooks, printers, and mobile devices.
- Good expertise in antivirus, encryption, and general software support.
- Broad IT knowledge: Networks, Servers, Telecom fundamentals.
- Strong understanding of Mac OS, iPad, iPhone, etc.
- Ability to troubleshoot VPN issues.
- Knowledge of A/V equipment and meeting room setups.
- Experience with imaging/re-imaging systems.
- Understanding of Windows domain, Active Directory, NTFS permissions, remote support tools.
- Strong customer service and communication skills across all user levels.
- Ability to multitask and resolve issues with urgency.
- Must clear BGV (Background Verification) as per client policy.
- Hands-on experience with Lenovo, Dell, and HP business devices.
Education
- Bachelor's degree in Computer Science, Engineering, or equivalent (preferred, not mandatory).
