Desktop Support Engineer

JD For Sr. Desktop Support Engineer (IT Service Desk)

Job Summary

Sr. Desktop Support Engineer at IT Service Desk provides technical support to internal employees for all desktop /laptop OS and hardware related support. This role requires an aptitude for working with computer hardware, software, diagnosis of system issues, and resolution of user problems, which may range from straightforward to more complicated technical issues.

Responsibilities and Duties

1. Manage user onboarding/off boarding related activities for the IT Assets related part/ activities as per defined process.

2. Installation of Windows OS, MS Office, WPS Office, Bit locker, MS Office, Anti-Virus, Visual Studio, SQL and other softwares.

3. Troubleshoot hardware related tickets and provide resolution to users.

4. Update IT Asset and Inventory records and maintain IT SOP adherence to keep all asset records up to date.

5. Can manage basic hardware desktop and laptops systems movements within office to allocate / replace IT assets allocated to users.

6. Work with hardware OEM vendors and their support to get issues fixed on various IT hardware’s.

7. Basic understanding of Active Directory of user, group, and OU.

8. Should be able to manage data backup, profile backup and restore it.

9. Work on any IT Assets, Hardware and Software related projects assigned by manager.

10. Ensure ticket documentation, categorization and classification are precise and all tickets are processed as per support SLA.

11. Ensure compliance and process adherence in all transaction and service delivery.

12. Escalates complex problems to higher level of expertise within organization.

13. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.

Desired skills & competencies

1. Windows OS and Microsoft Software installations

2. Hardware troubleshooting

3. Good understanding of DNS, DHCP, IP, LAN, Wireless

4. At least 1 year of experience working as Desktop support Engineer or relevant profile.

5. A+, N+ training / Certification

6. Good communication skill (both Written & Verbal)

7. Customer-centric

8. Problem Solver

9. Team player