Desktop Support Engineer L1

Job Title:

Job Type:

Location:

Job Summary:

Technical Support Engineer

Qualifications:

• Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is required.

• Experience:

• Experience in IT support or a related technical field is advantageous but not mandatory.

• Personal Traits:

• A natural helper who enjoys assisting people with computer or technical issues.
• Strong communicator who can explain complex topics clearly to technical and non-technical audiences.
• Passionate about troubleshooting and continuous learning.

Roles and Responsibilities:

Technical Expertise:

• Provide advanced technical support to customers and internal users.
• Troubleshoot complex issues involving software, hardware, and network systems.
• Perform root cause analysis and implement long-term fixes for recurring problems.
• Collaborate with development teams to escalate and resolve product-related issues.
• Stay current with new technologies and industry best practices.

Customer Support:

• Act as an escalation point for high-priority or unresolved issues.
• Understand customer concerns and communicate clearly throughout the support process.
• Manage and prioritize support tickets according to SLAs.
• Train and support junior support engineers.

Documentation & Reporting:

• Document troubleshooting steps, solutions, and known issues.
• Create and update knowledge base articles, FAQs, and technical user guides.
• Generate reports on ticket trends, resolution metrics, and customer feedback.

Quality Assurance:

• Perform QA testing for patches, updates, and new software releases.
• Validate bug fixes to ensure they meet end-user requirements.
• Conduct regression testing before deploying changes.

Troubleshooting & Problem Solving:

• Use diagnostic tools to identify issues.
• Develop creative and effective solutions for technical problems.
• Implement both temporary workarounds and permanent fixes as needed.

Compliance & Security:

• Ensure compliance with IT security policies and data protection regulations.
• Handle customer data with confidentiality and according to protocols.

Communication:

• Provide regular updates to customers and internal stakeholders.
• Participate in client calls and meetings as a technical expert.
• Communicate technical issues in a user-friendly and professional manner.

Required Technical Skills:

• MS Office
• Windows OS Troubleshooting
• ITIL & ITSM Fundamentals
• Basic Networking & Proxy Concepts
• Understanding of:
• EDR (Endpoint Detection and Response)
• DLP (Data Loss Prevention) Tools
• Firewalls
• VMware / Citrix Workspace Client setup
• Active Directory
• Microsoft MDM & Intune
• Office 365 Exchange Admin Basics
• CMDB Concepts

Job Type & Benefits:

• Job Type:

  Full-Time, Permanent

• Location:

  Navi Mumbai (Turbhe)

Benefits:

• Health Insurance
• Paid Sick Time
• Provident Fund (PF)