Desktop Support Engineer

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Job Description Desktop Support Engineer (L1 / L2)

Position:

Job Summary

We are looking for a Desktop Support Engineer (L1/L2) to provide technical support and troubleshooting for end-user systems, hardware, software, and network-related issues. The candidate should have hands-on experience in diagnosing and resolving technical problems while ensuring minimal downtime and excellent user support.

Key Responsibilities

L1 Support

• Provide first-level technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and troubleshoot Windows operating systems and standard software applications.
• Resolve issues related to Outlook, MS Office, Teams, VPN, and network connectivity.
• Handle password resets, account unlocks, and basic Active Directory tasks.
• Log, track, and update incidents through the ticketing system.
• Escalate complex issues to the L2 team when required.
• Provide remote and onsite support to end users.

L2 Support

• Diagnose and resolve advanced hardware, software, and operating system issues.
• Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.
• Manage Active Directory users, groups, permissions, and Group Policies.
• Install, configure, and support desktop imaging and software deployment.
• Monitor system performance and ensure endpoint security compliance.
• Coordinate with vendors for hardware repairs and replacements.
• Support server-related activities and infrastructure troubleshooting.
• Perform root cause analysis and provide preventive solutions.

Technical Skills Required

• Windows 10/11 Installation & Troubleshooting
• Active Directory User Management
• MS Outlook & Microsoft Office Support
• Hardware Troubleshooting (Desktop, Laptop, Printer)
• Network Troubleshooting (LAN, WAN, Wi-Fi, VPN)
• Ticketing Tools (ServiceNow, Freshservice, etc.)
• Basic Knowledge of Windows Server
• Remote Support Tools

Preferred Skills

• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Ability to work in rotational shifts if required.
• Experience in IT support environment.

Mandatory Requirements

• Minimum 1 year of experience in Desktop Support.
• Hands-on experience in troubleshooting desktops, laptops, operating systems, and networks.
• Willingness to work from .

Interested candidates can apply :raksha.more@digitide.com