Desktop Support Engineer

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title:

Location:

Experience:

Job Type :

Notice Period:

Key Responsibilities:

1. Branch Support & Troubleshooting

• Conduct regular visits to assigned branches in the base location and nearby cities.
• Provide hands-on support for desktops, laptops, LAN, switches, passbook kiosks, printers, and Outlook configuration issues.
• Diagnose and resolve hardware and configuration problems efficiently.
• Ensure minimum downtime for users and branch operations.

2. Incident & Request Management

• Monitor, track, and manage incidents and service requests through the ticketing system.
• Ensure timely resolution of support requests as per defined SLAs.
• Escalate unresolved issues appropriately while maintaining ownership until closure.

3. Collaboration & Coordination

• Work closely with central and regional IT teams to resolve complex technical issues.
• Participate in cross-functional troubleshooting sessions and share best practices.

4. Asset & Inventory Management

• Maintain regional standby stock of IT equipment including desktops and laptops.
• Manage deployment, replacement, and recovery of IT assets.
• Conduct periodic physical verification of IT assets at branches.

5. IT Security & Compliance

• Enforce IT security policies, including user access management and data protection protocols.
• Ensure compliance with organizational and regulatory IT standards.

6. User Engagement & Reporting

• Conduct periodic business user connect sessions to gather feedback and track actionable items.
• Maintain documentation of support activities, asset records, and incident reports.
• Provide regular updates to management on support metrics and branch IT health.

Qualifications & Experience:

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• 2–4 years of experience in IT support, preferably in a multi-branch environment.
• Strong knowledge of desktop and laptop hardware, Windows OS, LAN/WAN, switches, printers, and Microsoft Outlook.
• Experience with ticketing systems and SLA-driven support environments.
• Familiarity with IT security practices and compliance requirements.

Qualifications:

• Bachelors degree in engineering and related field.

Seniority Level

• Mid-Senior level

Industry

• IT Services and IT Consulting

Employment Type

• Contract

Job Functions

• Business Development
• Consulting