Desktop Support Engineer

Desktop Support Engineer Job Requirements

Job TitleDesktop Support EngineerExperience Level3-4 yearsLocationHyderabadReports toIT Manager / Technical LeadJob SummaryWe are seeking a skilled and motivated Desktop Support Engineer with 3 to 4 years of experience to provide technical support, manage hardware and software configurations, and resolve end-user issues. The ideal candidate will have experience with laptop shipments, laptop configurations, Active Directory user creation, and a strong understanding of IT support processes.Key Responsibilities

• Technical Support: Provide timely and effective support to end-users on hardware, software, and network-related issues. Troubleshoot and resolve technical issues both remotely and on-site.
• Laptop Shipments & Configurations: Manage laptop shipments, including receiving, inventory management, and coordinating deliveries to users. Configure laptops with necessary software and hardware settings, ensuring compliance with company standards and security protocols.
• User Account Management: Manage user accounts on Active Directory, including user creation, modifications, and deactivations. Ensure correct permissions and group policies are applied to users for access to resources and applications.
• End-User Support: Handle user issues ranging from application errors, system performance, printer setups, and network connectivity. Provide support for Microsoft Office 365, email configurations, VPN setups, and other common enterprise applications.
• Software Installation & Updates: Install, update, and troubleshoot software on desktops and laptops. Ensure regular patching and updates are applied in line with organizational policies.
• Hardware Maintenance: Diagnose and troubleshoot hardware issues for laptops, and peripherals (e.g., printers, scanners, docking stations). Coordinate hardware repairs or replacements when necessary.
• Asset Management: Maintain an accurate inventory of all IT assets, including laptops, and other peripherals. Track the lifecycle of IT assets from procurement to disposal, ensuring proper documentation and asset tagging.
• Ticketing System Management: Track and resolve user issues using the company’s ticketing system. Ensure tickets are resolved within SLAs and maintain documentation of troubleshooting steps and resolutions.
• Network Troubleshooting: Support basic network troubleshooting for end-users, including Wi-Fi connectivity, LAN setups, and IP address issues.
• Security Compliance: Ensure all systems comply with company security policies, including regular updates for antivirus, firewalls, and disk encryption. Educate users on best practices for data security.
• Documentation: Maintain accurate and detailed documentation of issues, solutions, and laptop configuration steps for future reference and knowledge sharing.

Requirements

• 3-4 years of experience in desktop support, IT helpdesk, or a similar technical support role.
• Proficiency in Windows operating systems; experience with macOS is a plus.
• Experience with laptop configurations and troubleshooting.
• Strong knowledge of Active Directory for user account management (user creation, modifications, and deactivations).
• Familiarity with Office 365 and common enterprise applications.
• Experience with remote support tools and VPN setups.
• Basic knowledge of network troubleshooting (Wi-Fi, LAN setups, IP address issues).
• Experience with asset management, including tracking, maintaining, and managing IT hardware inventories.
• Experience managing laptop shipments and coordinating deliveries.
• Familiarity with ticketing systems like Jira, ServiceNow, or equivalent, to track and resolve user issues within SLAs.
• Ability to diagnose and troubleshoot hardware issues for desktops, laptops, printers, and other peripherals.
• Experience with software installations and applying updates/patches regularly.
• Knowledge of IT security policies and experience in ensuring compliance with antivirus, firewalls, disk encryption, etc.
• Strong problem-solving and troubleshooting abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a team environment.