Desktop Support Engineer

• Provides comprehensive remote support across major operating systems -

• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

• Follow documented procedures for issues presented and escalate further if need be.

• Has the ability to troubleshoot by -

• Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.

• Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs

• Diagnose hardware-related issues with desktops, laptops, printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.

• Assist in setting up, configuring, and installing new software and hardware.

• Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.

• Communicate effectively with non-technical users to explain solutions in an understandable manner.

• Collaborate with cross-functional teams to escalate and resolve incidents.

• Support & Execute the deployment and integration of new SOPs and change in systems.

Must Have Skills :

• Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
• 1- 3 years of IT related Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills