Dekstop support Engineer

Desktop Support Engineer — Job Description - Surat ,Kapodra Nana Varachha

Job Summary

We are looking for a skilled Desktop Support Engineer to provide technical assistance to employees and ensure the smooth operation of desktops, laptops, printers, applications, and basic network services. The role involves diagnosing and resolving hardware and software problems, managing user requests through an IT ticketing system, and maintaining IT assets and +1

Key Responsibilities

• Provide first- and second-level technical support through phone, email, chat, remote tools, and onsite visits.
• Troubleshoot desktops, laptops, monitors, docking stations, printers, scanners, and other peripherals.
• Install, configure, upgrade, and maintain Windows operating systems and business applications.
• Configure Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
• Resolve Outlook email, mailbox, PST/OST, calendar, login, and synchronization issues.
• Create user accounts, reset passwords, and manage basic access and licensing requirements.
• Perform basic LAN, Wi-Fi, IP address, DNS, DHCP, VPN, and internet troubleshooting.
• Install and troubleshoot network and local printers, including drivers, queues, and connectivity.
• Diagnose hardware problems involving RAM, storage drives, power supplies, motherboards, and other components.
• Deploy and configure new computers, software, antivirus tools, patches, and security updates.
• Log, track, prioritize, and close incidents and service requests within defined SLA timelines.
• Escalate complex or unresolved problems to system, network, security, or application teams.
• Maintain IT asset records, hardware inventory, user documentation, and troubleshooting knowledge bases.
• Support employee onboarding and offboarding, including workstation setup and asset collection.
• Follow IT security, backup, change-management, and acceptable-use procedures.
• Provide users with clear guidance and basic training on IT systems and +1

Required Skills

• Good knowledge of Windows 10/11 administration and troubleshooting.
• Understanding of computer hardware, peripherals, drivers, BIOS, and device management.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Working knowledge of Active Directory or Microsoft Entra ID.
• Experience with Microsoft Office and Microsoft 365 applications.
• Familiarity with ticketing or ITSM tools such as ServiceNow, Freshservice, Jira Service Management, or Remedy.
• Knowledge of antivirus, endpoint security, OS patching, and basic cybersecurity practices.
• Ability to use remote-support tools such as Remote Desktop, AnyDesk, or TeamViewer.
• Basic command-line troubleshooting using tools such as ipconfig, ping, tracert, and nslookup.
• Strong analytical, troubleshooting, communication, and customer-service skills.
• Ability to prioritize multiple incidents and work within SLA requirements.

Educational Qualification

• Diploma, BCA, B.Sc. Computer Science, B.Tech/BE, MCA, or an equivalent IT qualification.