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Desktop Support Engineer

Desktop Support Engineer

Minutes to Seconds

0 years

0 Lacs

delhi delhi india

Posted:2 weeks ago| Platform:

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Skills Required

support troubleshooting software network communication service resolve mobile macos vpn collaboration provisioning management maintenance patching inventory servicenow jira freshservice security ip encryption onboarding offboarding coordination audits documentation networks tcp itil certification mdm scripting powershell engineering networking

Work Mode

Remote

Job Type

Contractual

Job Description

Role Summary

The Desktop Support Engineer is responsible for providing technical support to end users by troubleshooting hardware, software, network, and application issues. The role requires strong communication, customer service orientation, and the ability to resolve issues efficiently—either remotely or onsite.

Key Responsibilities

End-User Support
Provide L1/L2 technical support for desktops, laptops, printers, and mobile devices.
Install, configure, and troubleshoot Windows/macOS operating systems.
Resolve issues related to Microsoft Office, browsers, email clients, VPN, and collaboration tools.
Handle user access requests, password resets, and account provisioning.
Hardware & Software Management
Install and configure new hardware, peripherals, and authorized software.
Perform routine maintenance, updates, and patching of desktops/laptops.
Assist with asset tagging, inventory management, and hardware lifecycle tasks.
Incident & Service Request Management
Log, track, and close tickets via the ITSM system (ServiceNow, Jira, Freshservice, etc.).
Ensure timely resolution of incidents within agreed SLA.
Escalate complex technical issues to L2/L3 teams.
Network & Security Support
Basic troubleshooting of LAN, Wi-Fi, printers, and IP phones.
Ensure endpoints comply with security standards (AV, encryption, patching).
Assist with onboarding and offboarding of employees.
Onsite Coordination
Provide in-person desk-side support if required.
Assist during IT audits, new system rollouts, upgrades, and infrastructure changes.
Documentation
Maintain knowledge base articles, FAQs, and troubleshooting guides.
Document incident resolutions, asset changes, and user requests.

Requirements

Required Skills & Qualifications

Technical Skills

Strong knowledge of Windows 10/11, macOS basics.
Experience with Active Directory, Exchange, O365 administration.
Familiarity with remote support tools (TeamViewer, AnyDesk, RDP, SCCM/Intune).
Understanding of networks (TCP/IP basics), VPNs, WiFi troubleshooting.
Printer troubleshooting and peripheral setup.

Soft Skills

Excellent verbal and written communication.
Strong customer service mindset.
Ability to work independently and within a team.
Good problem-solving and analytical skills.

Preferred/Optional Skills

ITIL Foundation certification.
Experience with MDM tools (Intune, Workspace ONE).
Basic scripting knowledge (PowerShell, Bash).
Knowledge of ticketing systems (ServiceNow, Freshservice).

Education

Graduate in Computer Science / IT / Engineering, OR
Diploma in Hardware & Networking / MCA / relevant certifications.

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