Deskside Support

3 weeks ago

Gurgaon Rural Haryana India, IN Sharp Brains Full time

Position: Deskside Engineer - L2 Support (DISPATCH)

Contract Duration: 01-Year (Extendable/Maynot)

Contract Type: B2B-Freelancing Contract

Working Type: On-Premises (Visit)

Location: Gurgaon, Haryana, India

Paid Hourly: $12 To $15



Role Summary:

The Desktop Technician (Level 2) provides on-site and remote IT support for hardware, software, and application issues through a ticketing system. The role involves diagnosing and resolving desktop, printer, and network problems; installing and upgrading systems and applications; and ensuring timely communication and documentation of all issues. The technician collaborates with vendors and senior engineers to resolve complex problems, mentors junior staff, and supports IT projects requiring flexibility and teamwork.

Key Responsibilities Summary:

  • Provide 1st and 2nd level desktop and remote support.
  • Troubleshoot and resolve hardware, software, and network connectivity issues.
  • Install, configure, and maintain Windows and Mac operating systems, printers, and peripherals.
  • Manage incidents and updates in helpdesk ticketing systems.
  • Perform preventive maintenance and remedial repairs.
  • Collaborate with vendors and higher-tier engineers for complex issues.
  • Support mobile devices, enterprise antivirus, and encryption tools.
  • Maintain strong communication, customer service, and adherence to SLAs.
  • Mentor junior technicians (level1) and assist senior engineers (level 3).

Qualifications:

  • Bachelor’s degree in Computer Science or related field
  • Certifications: CompTIA A+, MCP (or higher)
  • 2–3 years of desktop support experience
  • Proficient in Windows 7–10, AD/GPO, Office 365, and troubleshooting tools
  • Flexible to work off-hours or weekends for projects or emergency support

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