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.
