Desktop Support Engineer

The Desktop Support Engineer will provide technical support to end-users in both remote and office environments. Responsibilities include troubleshooting hardware/software issues, managing Office 365 or Google Workspace accounts, performing PST backups, assisting remotely, and handling IT inventory.

2. Key Responsibilities

A. End-User Support (Remote & Onsite)

• Provide L1/L2 technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot OS issues for Windows and macOS.
• Assist with network, Wi-Fi, VPN, and remote access tools.
• Support mobile device configuration and application troubleshooting.

B. Office 365 & Google Workspace Support

• Create and manage user accounts in Office 365 or Google Workspace.
• Troubleshoot Outlook/Gmail issues, shared mailboxes, calendars, and distribution lists.
• Perform PST backup, mailbox migration, and email restoration.
• Support OneDrive/Google Drive syncing and storage management.

C. Application & System Support

• Install/update OS, business applications, security tools, and drivers.
• Ensure compliance with IT security policies and patch standards.
• Coordinate with hardware vendors and service providers when necessary.

D. Hardware & Inventory Management

• Maintain inventory of laptops, desktops, monitors, accessories, and licenses.
• Track IT assets issued to employees and manage returns during exits.
• Prepare systems for new joiners including OS installation, user configuration, and email setup.

E. User Onboarding & Offboarding

• Configure laptops, email accounts, and software for new employees.
• Revoke access and secure data during offboarding.
• Maintain proper documentation of user lifecycle activities.

F. Backup & Data Management

• Perform PST backup and support users in data restoration.
• Assist with shared folder access, permission changes, and data recovery.
• Follow IT backup policy and data retention standards.

G. Documentation & Reporting

• Maintain records of support requests, resolutions, and repeated issues.
• Prepare weekly/monthly reports on IT support performance.
• Update SOPs and IT process documentation regularly.

3. Required Skills & Competencies

Technical Skills:

• Strong knowledge of Windows OS; macOS familiarity is an advantage.
• Proficiency in Office 365 or Google Workspace administration.
• Ability to troubleshoot email, PST, VPN, and network issues.
• Experience with remote support tools like TeamViewer, AnyDesk, or RDP.
• Basic knowledge of Active Directory (user creation, password reset).

Soft Skills:

• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently in remote environments.
• Time management and multitasking capabilities.

4. Education & Experience

• Bachelor’s degree in IT, Computer Science, or related fields (preferred).
• Minimum 3+ years experience in desktop support or IT helpdesk roles.
• Certifications like MCSA, A+, ITIL, Google Workspace Admin, or Microsoft 365 (preferred).

5. Additional Responsibilities

• Support IT audits, compliance, and security activities.
• Assist in IT infrastructure upgrades and project deployments.
• Train end-users on IT tools and best practices.

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person