Job Title:Desktop Support Engineer
Company:Pyxidia Techlab
Job Type:Full-Time | In Office
Location:Mumbai
Experience:12 Years
Working Days:5 Days per Week
About the Opportunity
Job Nexus India is hiring for its client, Pyxidia Techlab, for the role of Desktop Support Engineer. This role is ideal for candidates with experience in IT support, system troubleshooting, and technical assistance, who enjoy helping users resolve technical issues and ensuring smooth IT operations.
Role Overview
As a Desktop Support Engineer, you will provide technical assistance to customers and internal teams, troubleshoot hardware and software issues, and maintain IT infrastructure to ensure seamless system performance.
Key Responsibilities
Technical Support
- Provide advanced technical support to customers and internal teams
- Troubleshoot issues related to software, hardware, and network systems
- Perform root cause analysis for recurring technical issues
- Escalate complex issues to development teams when required
- Stay updated with new technologies and IT industry trends
Customer Support
- Act as a point of escalation for critical customer issues
- Communicate effectively with customers to understand and resolve problems
- Manage and prioritize support tickets and customer inquiries
- Ensure timely resolution according to service level agreements (SLAs)
- Provide guidance and training to junior support engineers
Documentation & Reporting
- Document troubleshooting steps and solutions for knowledge base articles
- Create and maintain technical documentation, FAQs, and user guides
- Prepare reports on support activities and issue trends
Quality Assurance
- Conduct testing for new software releases and updates
- Validate bug fixes and perform regression testing
- Ensure software patches meet customer requirements
Troubleshooting & Problem Solving
- Use diagnostic tools to identify technical issues
- Develop solutions and workarounds for complex problems
- Implement both temporary fixes and long-term solutions
Compliance & Security
- Follow data protection and security protocols
- Ensure compliance with IT security standards when handling sensitive data
Required Skills
- MS Office
- Windows troubleshooting
- Basic networking concepts
- ITIL fundamentals
- Active Directory
- Understanding of EDR, DLP tools, and firewall concepts
- VMware / Citrix Workspace client setup and troubleshooting
- Knowledge of Microsoft O365 Exchange administration
- Experience with Microsoft MDM and Intune
- Understanding of proxy concepts
- Familiarity with ITSM, ITIL, or CMDB frameworks
Eligibility
- Candidates with 12 years of experience in IT support or desktop support roles
- Degree in Computer Science, Information Technology, or related field
Perks & Benefits
About Job Nexus India
Job Nexus India is a staffing and recruitment firm that supports organizations by managing their hiring requirements. We partner with client companies to identify suitable candidates and facilitate a structured, transparent, and efficient recruitment process.
