Desktop Support Engineer

4 years

0 Lacs

Posted:1 day ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About the Role

Desktop Support Engineer

This role demands a strong technical foundation, a customer-focused mindset, and the ability to work collaboratively to ensure reliable, secure, and efficient IT operations.

Key Responsibilities

  • Act as the

    first point of contact

    for any desktop, access, or technology-related issues reported via the Service Desk.
  • Serve as the

    first responder in a 24/7 operations centre

    for system alerts generated by monitoring tools (operations function).
  • Accurately

    capture all details

    necessary for investigation and diagnosis of technology issues.
  • Prioritize incidents

    based on business impact and urgency, escalating or transferring where necessary.
  • Identify

    widespread or recurring issues

    and coordinate with senior analysts and relevant teams for timely resolution within SLA.
  • Collaborate with colleagues, peers, and senior systems analysts to

    resolve or escalate incidents and problems

    efficiently.
  • Proactively

    identify patterns or repetitive tickets

    and flag them for permanent fixes or workarounds.
  • Provide

    effective, empathetic, and timely support

    , maintaining professionalism even under pressure.
  • Ensure

    clear and concise communication

    with users and stakeholders throughout the resolution process.
  • Stay current with emerging technologies to

    improve issue resolution times

    and enhance user experience.
  • Maintain accurate

    ticket documentation

    and follow ITIL best practices.
  • Demonstrate a

    self-motivated and adaptable approach

    to learning and adopting new technologies.

Required Skills

  • Proven experience in desktop or service desk support within a large enterprise environment.
  • Strong knowledge of

    Windows and macOS troubleshooting

    .
  • Experience with

    Active Directory, user account management, and group policy basics

    .
  • Familiarity with

    ITSM/ticketing tools

    such as ServiceNow, Zendesk, or Jira.
  • Understanding of

    network fundamentals

    — IP addressing, DNS, DHCP, and VPN troubleshooting.
  • Experience supporting

    Microsoft 365, Teams, and Outlook

    environments.
  • Knowledge of

    endpoint management tools

    (e.g., Intune, SCCM) is a plus.
  • Excellent

    communication, customer service, and problem-solving

    skills.

Experience

  • 2–4 years of hands-on experience in desktop, service desk, or technical support roles.
  • Exposure to IT operations or monitoring tools preferred.
  • Experience in global or large-scale enterprise support environments is an advantage.

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