Desktop Support Engineer

Role & responsibilities

Role Name: -

Location- Maled East

Address:-

Type of Job: - WFO

No of days working in a week: - 6 days

Shift- 9 AM- 6 PM

Desktop Support Engineer L2

Experienced and detail-oriented Desktop Support Technical Lead with over [X] years of hands-on experience in managing desktop support teams and delivering high-quality IT support services across large enterprises. Proven expertise in Windows and Mac environments, troubleshooting hardware/software issues, managing IT assets, and leading cross-functional teams to ensure timely issue resolution and minimal downtime. Skilled in mentoring technicians, coordinating with vendors, implementing IT policies, and ensuring high levels of user satisfaction. Key Skills

Desktop & End-User Support (Windows, macOS)

Team Leadership & Mentorship

ITIL Framework & Ticketing Tools (ServiceNow, Remedy)

Hardware Troubleshooting & Deployment

Software Installation & Configuration

Active Directory, DNS, DHCP

Incident, Problem & Change Management

Remote Desktop Tools (RDP, TeamViewer, AnyDesk)

IT Asset Management

SLA Compliance & Reporting

Vendor & Stakeholder Coordination

Security Policies & Patch Management

Core Responsibilities

Lead and mentor a team of desktop support technicians to provide efficient and timely end-user support.

Monitor and prioritize tickets to ensure SLA compliance and quality service delivery.

Diagnose and resolve hardware, software, network, and peripheral issues for users across the organization.

Coordinate onboarding/offboarding processes including hardware provisioning, user account setup, and access configuration.

Collaborate with infrastructure, network, and security teams to escalate and resolve complex issues.

Maintain documentation of standard operating procedures, asset inventory, and support tickets.

Conduct periodic audits of IT assets, software compliance, and update inventory records.

Train and guide team members on new technologies, tools, and support procedures.

Generate monthly reports on support metrics, ticket trends, and team performance.

Ensure adherence to IT policies, data security standards, and compliance requirements.

If interested kindly share your updated resume at ekta@progressive.in

Call: 9560621796