Desktop Support Engineer

Role & responsibilities

1. End-User Technical Support

• Provide L1/L2 technical support to end users for desktops, laptops, printers, and peripherals.
  
• Troubleshoot hardware, software, and operating system issues (Windows primarily).
  
• Resolve issues through on-site visits, remote support, or ticketing systems.
  

2. Hardware Installation & Maintenance

• Install, configure, and maintain desktops, laptops, printers, scanners, and accessories.
  
• Perform hardware diagnostics, part replacement, and preventive maintenance.
  
• Coordinate with vendors for hardware repairs and warranty support.
  

3. Operating Systems & Software Support

• Install, configure, and upgrade operating systems, drivers, and standard applications.
  
• Support MS Office, email clients, antivirus, and common business software.
  
• Ensure systems are updated with patches and security fixes.
  

4. Network & Connectivity Support

• Troubleshoot LAN, Wi-Fi, internet, and basic network connectivity issues.
  
• Configure IP settings, network printers, and shared resources.
  
• Coordinate with network engineers for complex network-related issues.
  

5. User Account & Access Management

• Create, modify, and manage user accounts in Active Directory (basic level).
  
• Reset passwords and manage user access permissions as per company policy.
  
• Support email account configuration and access issues.
  

6. Ticketing & Documentation

• Log, track, and resolve service requests and incidents through a helpdesk/ticketing system.
  
• Maintain documentation of issues, resolutions, and asset details.
  
• Update asset registers for desktops, laptops, and IT accessories.
  

7. Security & Compliance Support

• Ensure antivirus, endpoint security, and data protection policies are implemented.
  
• Support data backup and basic recovery activities.
  
• Follow IT security policies and compliance standards.
  

8. Coordination & Escalation

• Escalate unresolved or critical issues to L3 engineers or vendors.
  
• Coordinate with internal IT teams and service providers for timely resolution.
  
• Provide regular status updates to users and supervisors.
  

9. New Joiner & Exit Support

• Prepare systems for new employees (system setup, software installation, access).
  
• Collect and verify IT assets during employee exit formalities.
  
• Ensure data backup and secure handover of systems.
  

10. Reporting & Service Quality

• Prepare daily or weekly support reports and SLA compliance updates.
  
• Ensure timely resolution of issues to maintain user satisfaction.
  
• Adhere to service delivery timelines and quality standards.

Preferred candidate profile

• Diploma / BE / BTech in Computer Science, IT, Electronics, or a related discipline.
  
• 13 years of experience in desktop support, IT infrastructure, or end-user support roles.
  
• Strong hands-on experience in desktop/laptop hardware troubleshooting and OS installation.
  
• Working knowledge of Windows OS, MS Office, antivirus tools, and basic networking (LAN, Wi-Fi, TCP/IP).
  
• Familiarity with Active Directory, user account management, and basic group policies.
  
• Experience with printers, scanners, and peripheral device support.
  
• Exposure to ticketing tools and adherence to SLA-based support environments.
  
• Basic understanding of IT security practices and endpoint protection.
  
• Good communication skills with the ability to interact professionally with end users.
  
• Willingness to travel to client sites and provide onsite support when required.
  
• Ability to work independently as well as in a team environment.
  
• Candidates with IT certifications (CCNA, CompTIA A+, Microsoft, Hardware & Networking) will be an added advantage.
  
• Immediate joiners or candidates with short notice periods preferred.