Desktop Engineer L1

Location – Bangalore

Area: Onsite

End user device management:

•Address hardware, operating system & software issues of computer systems.

• Office applications, basic business tools, authentication via active directory

• Network configuration management (LAN, Internet and Client VPN)

• Client-side security configurations (Firewall, Antivirus, DLP, VPN)

• Peripherals (printers, scanners) configurations support

• Scheduled proactive activities and patching support

• Client-side backup configurations support

• O/S support Windows (Especially Windows 10 & 11)

• O/S support Linux and MAC OS

• Basic Knowledge about Servers and server operating system.

• Different OEM/Vendor coordination for configuration, management, and maintenance

• Application infrastructure- client-side support (Email, Office)

• Maintain and update configuration documents

• Maintain assets inventory

• Maintain SLAs and do timely escalations.

• Report all incident/service/change requests in helpdesk tool.

• Provide after hour support in case of emergencies and occasional weekend maintenance.

Co-ordination with Remote Team and provide onsite support for:

• Network and security devices

• Firewall, IPsec & SSL VPN management

• Switching & wireless infrastructure.

• Server and virtualization support.

• Understanding Roles & Responsibilities assigned

• Understanding Customer contracts & deliverable’s

• Technical knowledge

• Proficiency in following established process and tools

• Update ticket and worklog in Helpdesk Tool

• Update request status to customers.

• Update escalations to Service Delivery Manager (SDM).

• Task completeness and time taken to resolve the tickets

Handling Tickets :

• Registering and updating of all tickets in helpdesk tool.

• Fulfilling of incidents and service requests.

• Completing tickets within SLA.

• Ensure quality in services provided.

• Update ticket and worklog in Helpdesk Tool

• Update request status to customers.

• Update escalations to Service Delivery Manager (SDM).

Routine tasks fulfilling :

• Complete tasks as per schedules.

• Update and maintain schedules.

• Update ticket and worklog in Helpdesk Tool.

• Update documents.

Maintain IT inventory & configurations :

• Update and maintain the inventory list.

• Update and maintain the configuration documents

• Maintain warranty and subscription details.

• Notify stake holders about renewals beforehand.

• Update in Helpdesk Tool / Assets Management Tools

• Report to customer.

Process adherence :

• Follow customer and Soffit defined policies and procedures.

• Follow HR policies and process

• Follow proper attendance and leave reporting processes.

Customer satisfaction :

• Professional Ethics

• Adhere to timelines and punctuality

• Workplace behaviour

• Customer feedback form Ticket based

• Customer feedback form Account based.

• Attendance.

Competencies Required :

Qualification:

• Graduate or above

• 1-3 years of total experience

• CompTIA A+, N+

• MCP, MCSA, MCSE, CCNA Certification (Optional)

Competence:

• Confidentiality

• Work Ethics

Skills :

• Excellent troubleshooting skills

• Proven experience as a computer technician or similar role

• Exceptional organizing and time-management skills

• Very good communication abilities

• Windows 10 & 11 operating system management skills

• Linux OS management skill

• MAC OS management skill

• LAN – Wired & Wireless network management.

• Reporting

Personality Traits:

• Committed & Professional

• Courteous

• Team Player

• Communication skill

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Shift:

• Day shift

Work Days:

• Monday to Friday

Application Question(s):

• Did you worked in the domains like Windows 10,11 and Hardware Troubleshooting?
• Are you an Immediate joiner?

Experience:

• minimum: 1 year (Required)

Location:

• Bangalore, Karnataka (Required)

Work Location: In person