Desktop Support Engineer

ob Title: Desktop Support Engineer (3+ Years Experience)

Location: Hyderabad

Work Timings: Day Shift

Employment Type: Full-time / On-site

Job Overview

We are looking for an experienced Desktop Support Engineer with a strong background in end-user support, system troubleshooting, and hardware/software maintenance. The role requires hands-on experience in resolving technical issues, providing L1/L2 support, and ensuring smooth IT operations for employees.

Key Responsibilities

Technical Support

• Provide L1/L2 desktop support for Windows and macOS systems.
• Troubleshoot hardware issues (desktops, laptops, printers, scanners, peripherals).
• Install, configure, and update operating systems and software.
• Manage and troubleshoot Outlook, MS Office, VPN, and email issues.
• Handle system performance issues, OS errors, and boot failures.

Network & Connectivity

• Basic troubleshooting of LAN/Wi-Fi, IP conflicts, DNS/DHCP issues.
• Support for network printers and shared drives.
• Assist with VPN connectivity and authentication issues.

User & Access Management

• Manage user accounts through Active Directory (password resets, group policies, permissions).
• Provide support for Microsoft 365 and collaboration tools.

Asset Management

• Install, manage & track IT assets (laptops, desktops, accessories).
• Maintain documentation of hardware inventory and service logs.

Security & Compliance

• Install and update antivirus, ensure system security compliance.
• Apply patches and updates as per IT security guidelines.

Ticketing & SLA Management

• Respond to and resolve incidents using tools like ServiceNow, Jira, Freshservice, Remedy.
• Ensure timely closure of tickets within SLA guidelines.
• Document issues and solutions for knowledge base.

Required Skills & Qualifications

• 3+ years of experience in desktop or technical support.
• Strong knowledge of Windows 10/11, basic Mac OS experience is a plus.
• Hands-on experience with Active Directory, O365, Outlook.
• Good understanding of TCP/IP, DHCP, DNS, network troubleshooting.
• Experience with hardware upgrades and peripheral support.
• Familiarity with ticketing systems.
• Excellent communication and customer-handling skills.

Preferred Skills

• Basic knowledge of ITIL processes.
• Experience with SCCM/Intune (advantage).
• Experience in corporate or enterprise environments.

Education

• Bachelor's degree in Computer Science, IT, Electronics, or related field.
• Relevant certifications like MCSA, CCNA, CompTIA A+ / Network+ are a plus.