Contract -Desktop Engineer

Job Summary: The role involves OS installation and patching, antivirus management, imaging, and resolving printer and media player issues. Strong problem-solving skills, basic networking knowledge (DHCP/DNS), and experience with ticketing tools are required. Excellent communication and a proactive approach to IT support are essential. Job Responsibilities: 1. First Line of Support Act as the first point of contact for users facing technical issues, such as hardware or software problems, network issues, etc. Answer calls, emails, and tickets from users and provide initial troubleshooting support. 2. Issue Diagnosis and Troubleshooting Diagnose and resolve basic technical issues related to desktops, laptops, peripherals (printers, scanners), and operating systems. Troubleshoot hardware and software problems, including OS installation, application issues, and network connectivity problems. 3. Incident Logging and Tracking Log all incidents, issues, and requests in Jira Service Desk with details of the problem, actions taken, and resolution. Track and monitor the progress of unresolved issues to ensure timely resolution or escalation. 4. Software Installation and Configuration Install, configure, and update software applications on end users' systems. (Approved List of Software) Ensure that the operating system and software are up-to-date and functioning properly. 6. Hardware Setup and Maintenance Set up and configure desktop and laptop computers for new users. Perform basic hardware troubleshooting and escalate hardware issues that cannot be resolved at the L1 level. 7. Remote Desktop Support Provide remote assistance to users for troubleshooting and resolving issues using remote desktop tools. 8. Escalation to Higher Tiers Escalate unresolved issues to L2 (Level 2) or L3 (Level 3) support teams, providing all necessary information for them to address the problem. 9. Documentation and Knowledge Base Updates Document solutions to recurring problems or frequently asked questions (FAQs) to help improve response times and build a knowledge base. Ensure the knowledge base and documentation are up-to-date and available for future reference. 10. Software and Hardware Inventory Management Keep track of IT assets, including computers, peripherals, and software licenses, and assist with inventory management. 11. Customer Service Provide excellent customer service by being polite, patient, and professional when interacting with users. Follow up with users to ensure that their issues have been resolved satisfactorily. 12. Preventative Maintenance Perform routine maintenance tasks such as system cleanups, antivirus updates, disk checks, and backups to ensure smooth system performance. 13. Basic Network Support Provide support for basic networking issues like Wi-Fi connectivity, VPN access, and printer configuration. Minimum requirements (Education Qualification & Work Experience): Education Qualification: Bachelors in any specialization Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint) Preferred certification in MCSE / MCP or any desktop , VDI certifications. Excellent verbal and written communication skills for end-user support. Why [24]7.ai? Join a rapidly growing team where innovation meets opportunity! At [24]7.ai, you will get to work in a dynamic, diverse and inclusive environment, contribute meaningfully, and grow alongside industry leaders. We offer competitive salaries, inspirational organizational culture, continuous learning, and a chance to make a real impact both internally and externally for the communities around us through our commitment to CSR and environment. If you're ready to take the next step in your career, apply now or tag someone who’d be a great fit!