The Desktop Support Engineer at IT Service Desk provides technical support to internal employees for all desktop/laptop OS and hardware-related support. This role requires an aptitude for working with computer hardware, software, diagnosis of system issues, and resolution of user problems, which may range from straightforward to more complicated technical issues.
- Manage user onboarding/offboarding related activities for the IT Assets-related part/activities as per the defined process.
- Installation of Windows OS, MS Office, WPS Office, Bit Locker, MS Office, Anti-Virus, Visual Studio, SQL, and other software.
- Troubleshoot hardware-related tickets and provide resolution to users.
- Update IT Asset and Inventory records and maintain IT SOP adherence to keep all asset records up to date.
- Can manage basic hardware desktop and laptop systems movements within the office to allocate/replace IT assets allocated to users.
- Work with hardware OEM vendors and their support to get issues fixed on various IT hardware.
- Basic understanding of Active Directory of users, groups, and OUs.
- Should be able to manage data backup, profile backup, and restore it.
- Work on any IT Assets, Hardware, and Software-related projects assigned by the manager.
- Ensure ticket documentation, categorization, and classification are precise and all tickets are processed as per support SLA.
- Ensure compliance and process adherence in all transactions and service delivery.
- Escalates complex problems to a higher level of expertise within the organization.
- Work in 24X7 rotational shifts to provide round-the-clock IT support to customers as per the scheduled shift roster.
Desired skills & competencies:
- Windows OS and Microsoft Software installations
- Hardware troubleshooting
- Good understanding of DNS, DHCP, IP, LAN, Wireless
- At least 1 year of experience working as Desktop Support Engineer or relevant profile.
- A+, N+ training/certification
- Good communication skills (both Written & Verbal)
- Customer-centric
- Problem Solver
- Team player
