Desktop support Engineer

Job Summary

This Statement of Work (SOW) defines the desktop support services to be provided for our financial company. The support covers on-premises users at our main offices and remote users across India (PAN India).

Scope of Work

The Desktop Support Engineer will handle the following duties:

• On-Premises Support: Fix hardware issues for desktops, laptops, printers, and desk phones.
• Set up meeting rooms with video tools.
• Help users face-to-face with daily computer problems.
• Remote Support (PAN India): Guide remote workers across India using safe remote-control software.
• Trouble-shoot home Wi-Fi connectivity and VPN (Virtual Private Network) tools.
• Ship replacement laptops and coordinate pick-ups for broken devices.
• Software & Security: Install and update approved financial applications.
• Ensure all computers have active antivirus tools.
• Follow strict financial data security rules.
• User Setup: Prepare new laptops for onboarding employees.
• Clean and reset computers when employees leave.
• Manage user accounts in Active Directory.

Service Levels and Hours

• Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
• Response Time:
  • High Priority (VIP/Trading floor down): Within 15 minutes.
  • Medium Priority (Work affected): Within 1 hour.
  • Low Priority (General question): Within 4 hours.

Deliverables

• Daily updates on closed and open support tickets.
• Weekly IT asset reports showing available laptops.
• Monthly summary of common technical issues.

Job Details

• Job Type: Full time
• Location: Maharashtra, India
• Work Experience: 1-3 years

Key Skills

• Active Directory
• Remote Support
• VPN
• Antivirus
• On-Premises Support
• Laptop Deployment
• Wi-Fi Troubleshooting
• Video Conferencing Tools
• IT Asset Management

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.