Desktop Support Engineer

Job Summary

The Desktop Support Engineer will provide desk-side support for users within the organization. This role is crucial for resolving end-point issues, offering basic support for servers and networks, and maintaining a smooth operation of standard applications and operating systems. The engineer will also be responsible for troubleshooting, installing necessary software, and ensuring timely resolution of incidents while adhering to service level agreements (SLAs).

Responsibilities

• Provide desk-side support for ACG users by resolving end-point issues.
• Offer basic support for servers, networks, backups, and peripherals.
• Troubleshoot standard applications and operating systems; receive training on non-standard applications for effective support.
• Install and support various Windows operating systems (Windows XP, 7, 8, 10).
• Assist with the installation of SAP GUI, Office 365, Lotus Notes, antivirus software, and manage video conferencing (VC) systems.
• Maintain and provide basic support for Active Directory and Group Policies.
• Periodically troubleshoot and update antivirus/anti-malware systems according to company policies.
• Record and update IT-related tickets (incidents, service requests, events).
• Route calls to vendors for issues related to vendor support.
• Escalate incidents and issues to the appropriate customer stakeholder groups.
• Resolve incidents within the specified SLAs.

Qualifications

• Minimum 1 year of experience in Desktop/Laptop Support with a basic understanding of server/network operations and backup systems.
• Prior experience with SAP GUI, Office 365, Lotus Notes, antivirus software, and general software installation.
• Working knowledge of Active Directory and Group Policies.
• Strong technical knowledge of Microsoft Office and Windows operating systems, alongside basic server and network knowledge.
• Previous experience using an ITIL tool.
• Educational Qualification: 3-year diploma or degree in Computer Science, MCA, or equivalent.
• Certifications such as Microsoft Certified Solutions Expert (MCSE) or Cisco Certified Network Associate (CCNA) and certifications in hardware and advanced networking from reputable institutes (e.g., Jetking, CMS).
• Excellent communication skills and a professional appearance.

Preferred Skills

• Additional certifications in IT support or networking.
• Familiarity with troubleshooting hardware components.

Experience

• Minimum of 1 year in a similar role, providing desktop support and troubleshooting.

Environment

• Day Shift at Kothrud location with a basic salary; no additional benefits.
• Night Shift at Balewadi location with a night allowance of 400 INR/day and cab facility; night shift hours from 5 PM to 2 AM.

Benefits

• Night shift employees will receive a daily night allowance of 400 INR and cab facilities.
• Standard benefits are not specified for day shift employees.