Desktop Support Engineer

Position: Desktop Support Engineer

Location: Weikfield IT Park, Viman Nagar , Pune

100% onsite

OBJECTIVE OF ROLE

A Desktop Support Specialist is someone who provides technical assistance for computer hardware, software, and network issues, including installation, troubleshooting, and maintenance . Key responsibilities include responding to user support requests, diagnosing and resolving technical problems for end-users both on-site and remotely, setting up workstations, performing hardware and software upgrades, and documenting support procedures.

• Windows Desktop/Laptop troubleshooting and navigation of system
• Monitor and respond effectively under incident management tasks:
• Ticket Handling (Service Now)
• Incident analysis and initial troubleshooting
• Incident isolation and proper escalation
• Service request provisioning and proper escalation
• SLA management (response time and resolution time under agreed customer SLA)
• Proper asset handling and management
• Asset inventory of desktop/laptop items
• Asset inventory of all consumables and peripheral items
• Proper basic business e-mail writing & oral communication in English
• Application installation, configuration changes, Windows patch updates, other utilities and common software handling
• Basic documentation skills to properly document:
• Internal procedures and SOP
• Incident notification (e-mail)
• End of shift reports (handover reporting)
• Install, test and configure new workstations, peripheral equipment and/or software
• Workstation deployment, movement, modification
• Basic activity tracking and reporting (deployments, installations, assessment and checking of systems)
• Operating system (OS) installation and/or modification (upgrade/downgrade)
• Basic computer hardware knowledge (parts, compatibility & build)

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.