Desktop Support Engineer- Mumbai

Urgent Hiring!

Location:

Worli (Mumbai)

Role:

Role & responsibilities

End-User In Office Support

Deliverables:
As an onsite technical support specialist, Service Partner is dedicated to provide expert assistance, troubleshooting, and support to end users, ultimately enhancing productivity and ensuring a seamless user experience.

Service Partner is proficient in the installation and configuration of desktops, laptops, and peripherals.

Additionally, Service Partner will manage support requirements during peak periods, such as festivals or unexpected surges in demand.

Service Partner will prioritize timely updates and closures of support tickets within JPL provided ITSM ticketing system, ensuring optimal performance, security, and functionality of desktop systems and peripherals.

Furthermore, Service Partner will offer basic training to end users on new hardware or software, emphasizing best practices and efficient system usage.

When faced with complex issues (Severity 1) beyond scope, Service Partner will promptly escalate them to higher-level technical support teams (L3) of JPL.

Service Partner is committed to rapidly respond to and managing critical incidents, minimizing downtime, and ensuring business continuity to JPL IT Infrastructure service in scope of this proposal.

Preferred candidate profile

• Hands-on Experience, Prior experience in on-site or field roles is mandatory(not just coordination)
• Familiarity with ITSM Tools (e.g., ServiceNow, Remedy, or similar)
• Incident Management
• Vendor Coordination
• Awareness of IT Security Policies
• Customer Service Orientation
• Strong Communication Skills, Good verbal and written communication skills.
• Graduation Mandatory preferred technical qualifications like BCA, BE, BTech, etc.
• No education and career gap.