IT Support Manager (Internal Role - Mumbai Office)

Job Overview:

We are looking for a skilled IT Support Engineer to join our IT team in Mumbai. The primary focus of this role will be to provide technical support and troubleshooting for desktop and laptop issues. The ideal candidate will be adept at diagnosing and resolving hardware and software problems, delivering exceptional support, and ensuring minimal disruption to end-users.

• Desktop and Laptop Support: Provide hands-on support for desktop and laptop hardware and software issues. Troubleshoot and resolve problems related to operating systems, applications, and connectivity.
• Incident Management: Receive, log, and prioritize support requests. Provide timely resolution or escalate issues to appropriate levels as needed.
• Software Installation and Configuration: Install, configure, and update operating systems, software applications, and drivers on desktops and laptops.
• Hardware Maintenance: Perform routine maintenance and upgrades on desktop and laptop hardware, including replacing faulty components and ensuring optimal performance.
• User Support: Offer remote and on-site assistance to end-users, addressing their technical concerns, providing training, and guiding them through troubleshooting steps.
• Documentation: Maintain accurate records of support requests, resolutions, and inventory of hardware and software. Update knowledge base articles and create user guides as needed.
• Security and Compliance: Ensure that desktop and laptop systems adhere to company security policies and compliance requirements. Implement security patches and updates as required.
• Collaboration: Work closely with other IT team members and departments to address cross-functional issues and contribute to IT projects.
• Continuous Improvement: Identify areas for improvement in support processes and propose enhancements to increase efficiency and user satisfaction.

Qualifications:

• Experience: Minimum of [3-5] years of experience in IT support, with a focus on desktop and laptop troubleshooting.
• Technical Skills: Proficiency in Windows and macOS operating systems, Microsoft Office Suite, and common desktop and laptop hardware components. Experience with remote desktop tools and helpdesk software.
• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are preferred.
• Problem-Solving Skills: Strong problem-solving abilities with a keen attention to detail.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users effectively.
• Customer Service: Proven track record of delivering exceptional customer service and maintaining a positive attitude in challenging situations.
• Team Player: Ability to work collaboratively with colleagues and adapt to a fast-paced environment.