Desktop Support Engineer

AQUILAW is a leading law firm working at the intersection of corporate, governments, technology, and business. AQUILAW specializes in various industry sectors, as well as corresponding practice areas to provide solutions, driven towards long term goals of its clients. AQUILAW has offices in Kolkata, Mumbai, New Delhi, Bhubaneswar and Hyderabad. AQUILAW's team consists of 13 Partners, 7 Associate Partners and 1 Executive Director along with a robust group of legal associates.

AQUILAW's core practice areas comprise of Real Estate, Public Policy, White-Collar Crime, Criminal Litigation, Dispute Resolution including civil and commercial disputes, constitutional matters, domestic and international arbitration and Infrastructure; Corporate, M&A and Private Equity; Government Affairs; Election Laws; Tax; Trust and Estates and Data Privacy.

About the Role

The Desktop Support Engineer provides frontline, hands-on technical support to partners, associates and staff, ensuring workstations, peripherals and end-user applications remain functional and secure. The role is central to minimizing downtime in a fast-paced legal environment where uninterrupted access to systems directly affects client service and matter deadlines.

Industry

Law Firm (candidates with prior law firm or professional services IT experience preferred)

Experience

3 to 5 years in desktop/end-user IT support

Responsibilities

• Provide first- and second-line end-user support for desktops, laptops, printers, scanners, mobile devices and other IT peripherals.
• Diagnose and resolve issues related to hardware, operating systems, software, connectivity, and end-user computing, and coordinate with vendors for warranty or repairs when necessary.
• Install, configure and maintain Windows operating systems, macOS where applicable, Microsoft 365 and other business applications, including HRMIS, timesheet and firm-specific applications.
• Log, track and resolve support tickets within defined SLAs, escalating complex issues to senior IT member or vendors where required.
• Set up and provision IT equipment for new joiners, including hardware, operating systems, applications, user accounts, permissions and other required configurations in coordination with HR and relevant stakeholders.
• Support Active Directory and/or Microsoft Entra ID user administration, where applicable.
• Perform routine maintenance, patching and updates on desktops and laptops to ensure system stability and security compliance.
• Provide technical support for meeting rooms, audio-visual equipment, video conferencing systems and client-facing conference room setups.
• Manage user accounts, permissions and access requests in line with the firm's IT security and confidentiality policies.
• Assist with IT asset management — maintaining inventory records of hardware, software licenses and warranties.
• Provide basic end-user training on software, hardware and IT security best practices.
• Support in rolling out system upgrades, migrations and firm-wide IT initiatives.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; candidates from other disciplines with strong relevant experience will also be considered.
• 3 to 5 years of experience in desktop support, end-user computing or IT helpdesk roles.
• Prior experience in a law firm or professional services environment is preferred.

Required Skills

• Strong working knowledge of Microsoft Windows 10/11 and Microsoft 365.
• Working knowledge of macOS and Apple devices is preferred.
• Good working knowledge of Active Directory and/or Microsoft Entra ID, including user account administration, password resets, access provisioning and permissions management. Familiarity with Microsoft Intune or other endpoint management solutions is preferred.
• Practical understanding of networking fundamentals, including LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP and network printing, sufficient to troubleshoot common connectivity issues.
• Experience troubleshooting desktops, laptops, printers, scanners, docking stations, monitors and other end-user peripherals.
• Good understanding of IT security fundamentals, including antivirus/endpoint protection, patch management, device security, data protection, phishing awareness and secure handling of confidential information.
• Strong communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users, including senior partners.
• Well-organized, with the ability to priorities multiple support requests in a deadline-driven environment.
• Ability to maintain strict confidentiality of client, matter and firm data at all times.
• Willingness to provide support beyond standard working hours when urgent client or court deadlines require it.

Certification (Preferred)

• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate (or equivalent)
• ITIL Foundation

Compensation

3 to 5 LPA