Associate Desktop Support Engineer

Job Summary

We are looking for an enthusiastic and customer-focused Associate Desktop Support Engineer to provide first-level technical support for end-user computing devices and IT infrastructure. The role involves troubleshooting hardware/software issues, supporting users onsite and remotely, and ensuring timely resolution of incidents as per SLA.

Key Responsibilities

• Provide L1 desktop support for laptops, desktops, printers, and peripheral devices
• Install, configure, and troubleshoot Windows OS (Windows 10/11) and standard enterprise applications
• Support users with MS Office / O365 / Outlook / Teams related issues
• Perform hardware diagnostics and replacement for faulty components
• Handle IMAC activities (Install, Move, Add, Change)
• Troubleshoot basic network issues including LAN, Wi-Fi, and VPN connectivity
• Create, update, and resolve tickets using ITSM tools such as ServiceNow, Manage engine .
• Maintain IT asset inventory and update asset tracking records
• Coordinate with L2/L3 teams for issue escalation and resolution
• Ensure compliance with defined SLA/TAT and quality standards
• Provide remote support and onsite support when required

Required Skills

• Basic knowledge of desktop/laptop hardware troubleshooting
• Understanding of Windows operating systems and Office applications
• Basic networking knowledge (IP, DNS, DHCP)
• Familiarity with ITSM / ticketing tools
• Good communication and customer service skills
• Ability to troubleshoot and resolve issues independently

Preferred Skills

• Understanding of ITIL processes
• Experience in IT support environment

Educational Qualification

• Diploma / B.Sc / BCA / BE / B.Tech or equivalent

• Certifications preferred (optional):

• CompTIA A+

• ITIL Foundation

Key Competencies

• Strong customer handling skills
• Problem-solving mindset
• Team collaboration
• Ability to work in shifts if required
• Quick learner with adaptability to new technologies

Contact: [email protected]