Desktop Support Engineer

Key Responsibilities:

1. End-User Support

• Provide on-site and remote technical support to users for desktops, laptops, printers, and other peripherals.
• Troubleshoot and resolve issues related to hardware, operating systems (Windows/macOS), and standard applications (MS Office, Outlook, Browsers, etc.).
• Manage installation, configuration, and upgrades of systems as per IT policy.

2. User Account & Access Management

• Create, modify, and deactivate user accounts and email IDs in line with access control policies.
• Ensure compliance with IT security and audit requirements in provisioning access rights.

3. System Maintenance & Monitoring

• Ensure timely patch updates, antivirus definition updates, and system backups.
• Monitor and maintain endpoint compliance as per IT security baselines.
• Maintain asset inventory (hardware, software licenses, accessories).

4. Incident & Service Management

• Log, track, and close incidents/requests in the IT ticketing system within defined SLAs.
• Escalate unresolved issues to L2/L3 or vendor teams as per the escalation matrix.
• Document recurring issues and recommend preventive measures.

5. Network & Connectivity Support

• Provide first-level support for LAN, Wi-Fi, VPN, and internet connectivity issues.
• Coordinate with the network and cybersecurity teams for complex incidents or outages.

6. IT Compliance & Audit Support

• Support internal and external IT audits by ensuring system logs, patch records, and configuration details are maintained.
• Adhere to NBFC IT and ISMS policies, RBI IT framework, and cybersecurity guidelines.
• Report any IT security incidents or suspicious activities promptly.

7. Vendor & AMC Coordination

• Coordinate with OEMs, service providers, and AMC partners for hardware repairs and warranty claims.
• Ensure SLA adherence from vendors for timely issue resolution.

8. Documentation & Reporting

• Maintain updated records of assets, incidents, and system changes.
• Prepare periodic reports on issue trends, resolution performance, and system uptime.

Key Skills & Competencies

• Strong troubleshooting and diagnostic skills.
• Sound knowledge of Windows OS, Office 365, Active Directory, and remote support tools.
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Awareness of IT security controls and RBI/NBFC IT compliance expectations.
• Good communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.

Preferred candidate profile:

Qualification & Experience

• Education: Diploma / B.Sc. / B.Tech. in Computer Science, IT, or related field.
• Experience: 25 years of relevant experience in desktop or IT support, preferably in BFSI / NBFC environment.