Desktop Support Engineer

Job Description: Desktop Support Engineer

The Desktop Support Engineer provides first- and second-level technical support to employees at the Dahej site, ensuring that desktops, laptops, printers, peripherals, and business applications are available and performing well. The role is critical to keeping plant, office, and control-room users productive in a 24x7 industrial environment, and requires quick response, clear communication, and adherence to IT security and compliance standards.

Key Responsibilities

• Provide L1/L2 support for hardware, operating system, and application issues through the IT service desk, phone, email, and on-site visits.
• Install, configure, and maintain desktops, laptops, thin clients, printers, scanners, and other end-user devices.
• Log, track, and resolve incidents and service requests in the ITSM tool within defined SLAs; escalate unresolved issues to L3 / vendors with complete details.
• Perform OS installation, imaging, and patching (Windows 10/11), and deploy approved software and updates.
• Support Microsoft Office 365 / Outlook, Teams, VPN, and email configuration, including mailbox and calendar issues.
• Manage user accounts, password resets, and access requests using Active Directory in line with IT policies.
• Troubleshoot LAN/Wi-Fi connectivity issues at the end-user level, and coordinate with the network team for escalations.
• Support SAP and other business applications at the client level (installation, GUI setup, connectivity).
• Ensure antivirus, endpoint protection, disk encryption, and security patches are up to date on all assets.
• Maintain IT asset inventory, including issue, return, and movement of equipment, and keep records current.
• Provide support for meetings, video conferencing setups, and audio-visual equipment as needed.
• Coordinate with OEMs, AMC vendors, and service partners for warranty and repair cases.
• Prepare and maintain documentation, SOPs, and knowledge-base articles for common issues.
• Support IT audits, compliance checks, and cybersecurity initiatives, including adherence to OT/IT segregation practices at the plant.
• Provide support during shutdowns, emergencies, and after-hours when required (rotational shifts / on-call).

Required Qualifications

• Diploma / Bachelor's degree in IT, Computer Science, Electronics, or a related field (BCA / B.Sc. IT / B.E. / B.Tech preferred).
• Certifications such as CompTIA A+ / Network+, Microsoft MCP, MCSA, or ITIL Foundation are an advantage.

Technical Skills

• Strong hands-on experience with Windows 10/11 and Microsoft Office 365.
• Working knowledge of Active Directory, Group Policy, and basic Windows Server concepts.
• Good understanding of TCP/IP, DHCP, DNS, VPN, and Wi-Fi troubleshooting.
• Experience with hardware diagnostics, repair, and replacement (laptops, desktops, printers).
• Familiarity with ITSM / ticketing tools (ServiceNow, Remedy, or similar) and remote support tools.
• Knowledge of endpoint security, antivirus, and patch management tools.
• Basic exposure to SAP GUI and enterprise application support is preferred.

Behavioral Competencies

• Customer-first mindset with strong communication and interpersonal skills.
• Ability to prioritize and work under pressure in a plant environment.
• Strong problem-solving and analytical abilities.
• Team player with accountability, ownership, and a commitment to safety and compliance.
• Willingness to work in shifts and respond to urgent site requirements.

Key Performance Indicators

• Ticket resolution within SLA and first-call resolution rate
• User satisfaction (CSAT) score
• Asset inventory accuracy
• Patch and antivirus compliance percentage
• Reduction in repeat incidents

Working Conditions

• On-site at the Dahej plant and office premises; adherence to site safety (HSE) norms, including PPE where required.
• Rotational shifts and on-call support as per business needs.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person