Desktop Support Executive

Job Description: Desktop Support Engineer
Company: Rhysley Private Limited
Location: Mohan Estate, Delhi
Experience: 46 Years
Working Days: 6 Days a Week
Shift: Rotational Shifts & Rotational Week Off
Working Model: WFO & WFH, supporting both WFO and WFH users

Position Overview

We are looking for a hands-on Desktop Support Engineer to provide technical support for our Call Center operations. The candidate will be responsible for troubleshooting desktop and laptop issues, supporting remote users, maintaining Windows environments, and assisting with server administration to ensure smooth day-to-day IT operations.

Key Responsibilities

1. Desktop & IT Support

• Provide hands-on technical support for desktops, laptops, software, operating systems, and peripherals.
• Diagnose and resolve hardware, software, OS, network, and connectivity issues.
• Install, configure, and maintain desktop systems and business applications.
• Support Call Center users and independently resolve day-to-day technical issues.
• Assist with system setup, configuration, maintenance, and troubleshooting.

2. Remote Support WFH Users

• Provide remote technical support to employees working from home.
• Troubleshoot VPN, network connectivity, system access, and application-related issues.
• Ensure timely resolution of technical issues for both WFO and WFH users.

3. Windows OS & Server Administration

• Maintain strong working knowledge of Windows OS, including Windows Server 2025 and the latest Windows environments.
• Assist with Windows Server installation, configuration, maintenance, and troubleshooting.
• Monitor server performance, availability, and system health.
• Support user accounts, access permissions, and basic server-related issues.
• Assist with physical and virtual server environments, including VMware or Hyper-V, where applicable.

4. Network & Technical Troubleshooting

• Troubleshoot LAN, Wi-Fi, IP configuration, DNS, DHCP, and connectivity issues.
• Support printers, scanners, headsets, and other Call Center peripherals.
• Identify recurring technical issues and implement appropriate resolutions.
• Escalate complex infrastructure or server issues when required.

5. Backup, Security & Documentation

• Assist with server backups, recovery procedures, and routine maintenance.
• Follow IT security policies, access controls, and system update procedures.
• Maintain records of technical issues, resolutions, system configurations, and support activities.
• Coordinate with internal IT teams and external vendors when required.

Required Skills & Qualifications

• 46 years of experience in Desktop Support / IT Support.
• Call Center or BPO technical support experience preferred.
• Strong hands-on knowledge of Windows OS and Windows troubleshooting.
• Familiarity with Windows Server 2025 or the latest Windows Server environments.
• Experience troubleshooting desktop/laptop hardware, software, network, and peripheral issues.
• Ability to provide remote support to WFH users.
• Basic to working knowledge of server administration, backups, and virtualization.
• Good communication, problem-solving, and user-handling skills.
• Ability to work independently in a fast-paced Call Center environment.

Additional Requirements

• Comfortable working in rotational shifts and rotational week-offs.
• Flexibility to support critical IT issues and server maintenance outside regular working hours, when required.
• Ability to manage multiple technical issues and prioritize resolution based on business impact.