Desktop Support Engineer
1 month ago
Position: Desktop Support Engineer
Experience: Minimum 1 year
Location: Bangalore
Key Responsibilities:
- Provide advanced troubleshooting and resolution for escalated hardware, software, and network-related incidents.
- Analyze recurring technical issues, identify root causes, and implement permanent solutions to minimize incident recurrence.
- Assist with the installation, configuration, and maintenance of hardware and software systems, including desktops, laptops, printers, and peripherals.
- Perform system upgrades, software installations, and apply patches to ensure IT systems are secure and efficient.
- Manage user accounts and permissions in Active Directory, Microsoft 365, and other enterprise systems.
- Diagnose and resolve advanced network issues, such as connectivity problems, and collaborate with network teams for more complex issues.
- Create and maintain comprehensive documentation for support activities, processes, and system configurations.
- Provide mentorship and guidance to L-1 support technicians, sharing best practices to strengthen the team's overall capabilities.
- Collaborate with other IT teams, including network and server administrators, to resolve cross-functional issues and contribute to larger IT projects.
- Maintain high levels of customer service by ensuring timely communication and resolution of issues while effectively managing user expectations.
Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Technical Skills:
- Strong expertise in Windows and macOS operating systems.
- In-depth knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs).
- Experience with remote desktop tools, software deployment tools, and imaging solutions.
- Proficiency in Microsoft 365, Active Directory, and Group Policy management.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
- Familiarity with ITIL processes and frameworks is an advantage.
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