Desktop Support Engineer

System Administrator IT Helpdesk / Desktop Support Engineer

Location: Chennai, India
Experience: 2+ Years
Work Mode: On-site
Shift: Rotational Day Shifts
Weekend Work: Saturday & Sunday Compulsory (UK Time)
Weekly Off: 2 compensatory days
Night Shifts: No

Role Overview

We are looking for an IT Helpdesk / Desktop Support Engineer to provide first-level technical support to end users in a Windows-based environment. The role will be responsible for troubleshooting hardware, software, login, network, and system-related issues, along with Active Directory user administration, software deployment, patch management, and end-user support.

The ideal candidate should have hands-on experience supporting Windows domain environments and working with ticketing systems while providing timely and effective resolution in line with defined SLAs.

Key Responsibilities

• Provide L1 technical support to end users through phone, email, and in-person channels.

• Create, modify, unlock, and disable Active Directory user accounts.

• Perform password resets and basic user/group administration.

• Troubleshoot Windows domain environment issues, including:

• Login and authentication issues

• User profile issues

• Network connectivity problems

• Desktop/laptop issues

• Software and application-related issues

• Support patch management and application deployment on laptops using Microsoft Software Center.

• Install, configure, and maintain end-user hardware and software.

• Assist with Windows updates, application installations, and antivirus checks.

• Troubleshoot basic IP, DNS, and DHCP issues.

• Log, track, update, and resolve incidents and service requests through the organization's ticketing system.

• Maintain documentation for IT procedures, troubleshooting steps, and support activities.

• Escalate complex or unresolved issues to L2/L3 teams, vendors, or other IT support groups as required.

• Ensure incidents and requests are resolved within defined SLA timelines.

• Provide guidance and educate users on basic IT best practices and procedures.

Required Skills & Qualifications

Technical Skills

• 2+ years of experience in IT Helpdesk, Desktop Support, or End-User Computing.

• Hands-on experience with Microsoft Active Directory, including:

• User account creation/modification/deactivation

• Password reset

• Account unlock

• Basic group management

• Basic Group Policy understanding

• Strong understanding of Windows domain environments.

• Good knowledge of Windows 10/11 operating systems, preferably Windows 11.

• Hands-on experience with Microsoft Software Center for:

• Patch deployment

• Software/application installation

• Application updates

• Experience troubleshooting hardware, software, operating system, login, and connectivity issues.

• Familiarity with IT ticketing systems such as ServiceNow, Jira, or similar tools.

• Basic understanding of networking concepts:

• IP addressing

• DNS

• DHCP

• Good troubleshooting and problem-solving skills.

Soft Skills

• Strong verbal and written communication skills.
• Good customer/end-user handling skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple incidents/requests.
• Strong focus on SLA adherence and timely resolution.

Educational Qualifications

Any of the following:

• BE / B.Tech – Computer Science, Information Technology, or related discipline
• MCA
• B.Sc / M.Sc – Computer Science, Information Technology, or related discipline

Preferred Qualifications

The following certifications are desirable but not mandatory:

• CompTIA A+
• CompTIA Network+
• Microsoft certifications
• Microsoft MTA / MD-100 or equivalent Windows administration certifications

Work Schedule

• Rotational day shifts
• Saturday and Sunday work is compulsory based on UK business hours.
• Two compensatory days off per week.
• No night shifts.

Ideal Candidate Profile

The ideal candidate will have 2+ years of hands-on L1/L1.5 desktop or IT helpdesk experience, with strong exposure to Active Directory, Windows 11, Windows domain troubleshooting, Microsoft Software Center, and IT ticketing tools.

Candidates with experience supporting users in a Windows enterprise/domain environment and handling incidents within defined SLAs would be preferred.