Job Description
1. End-User Device Support
- Provide Level 1 support for laptops and desktops running Windows, Linux, and macOS.
- Perform operating system–level troubleshooting, including:
- Login and access issues
- Performance problems
- System updates and configuration support
- Install, configure, and verify endpoint encryption solutions (e.g., BitLocker).
- Install, update, and maintain antivirus software.
- Assist with device imaging, re-imaging, and standard configurations as per IT policies.
- Diagnose and resolve hardware issues related to:
- RAM, HDD/SSD
- Keyboards, batteries, displays
- Ports and peripherals
2. Software & Application Support
- Provide basic support for enterprise applications, including:
- Microsoft Teams
- Microsoft 365 (Outlook, Email)
- VPN clients
- Web browsers and office productivity tools
- Assist users with application installation, configuration, and authentication issues.
- Troubleshoot email configuration, synchronization, and delivery issues.
3. Network & Connectivity Support
- Troubleshoot basic LAN/WAN connectivity issues for wired and wireless networks.
- Resolve common network problems such as:
- Internet connectivity issues
- IP conflicts
- DNS and DHCP-related errors
- Limited or no network access
- Support issues related to network printers and shared resources.
- Escalate unresolved network issues to Level 2 / Network teams as required.
4. Ticketing & Service Request Management
- Log, update, and track incidents and service requests using the IT ticketing system.
- Prioritize tickets and ensure resolution within defined SLA timelines.
- Escalate complex or unresolved issues to L2/L3 teams or OEM vendors.
- Maintain clear and accurate documentation of troubleshooting steps and resolutions.
5. Security & Compliance
- Ensure adherence to organizational IT security policies and standards.
- Verify systems are compliant with:
- Antivirus updates
- OS patches
- Encryption requirements
- Identify and report potential security incidents or suspicious activities to the IT Security team.
6. Customer Service
- Deliver timely, professional, and customer-focused technical support.
- Communicate technical solutions clearly to non-technical users.
- Maintain a service-oriented and user-first mindset in all interactions.
Required Skills & Qualifications
Technical Skills
- Basic knowledge of Windows, Linux, and macOS operating systems.
- Understanding of networking fundamentals (LAN/WAN, IP addressing, DNS, DHCP).
- Hands-on experience with:
- OS troubleshooting
- Antivirus tools
- Encryption solutions
- Familiarity with Microsoft Teams, Outlook, and Microsoft 365.
- Basic knowledge of desktop and laptop hardware diagnostics.
- Experience or familiarity with IT ticketing systems.
Soft Skills
- Strong communication and interpersonal skills.
- Customer-service–oriented approach.
- Ability to follow Standard Operating Procedures (SOPs).
- Strong analytical and problem-solving skills.
- Ability to work under supervision and escalate issues appropriately.
Education & Experience
- Education:
- B.Tech / B.E. in Computer Science, Information Technology, or a related field
- Experience:
- 0–2 years of experience in IT Helpdesk / Desktop Support roles
- Fresh graduates with strong technical aptitude are encouraged to apply
- Certifications (Preferred):
- CompTIA A+
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Linux Essentials
Key Attributes
- Quick learner with a willingness to adapt and grow.
- Strong sense of ownership and accountability.
- Ability to manage multiple tasks with attention to detail.
Role Details
- Role: Desktop Engineer
- Industry Type: IT Services & Consulting
- Department: IT & Information Security
- Employment Type: Full Time, Permanent
- Role Category: IT Support
Key Skills
- IT Helpdesk
- Windows Troubleshooting
- OS Installation & Troubleshooting
- Outlook Configuration
- Antivirus Installation
- Desktop & Laptop Support
