Desktop Support Engineer

3 days ago

Ahmedabad, Gujarat, India Macersoft Technologies, a DataPlatformExperts Company Full time

ob Title: Desktop Support Engineer (3+ Years Experience)

Location:
 Hyderabad

Work Timings:
 Day Shift

Employment Type:
 Full-time / On-site

Job Overview

We are looking for an experienced 
Desktop Support Engineer
 with a strong background in end-user support, system troubleshooting, and hardware/software maintenance. The role requires hands-on experience in resolving technical issues, providing L1/L2 support, and ensuring smooth IT operations for employees.

Key Responsibilities

Technical Support

  • Provide 
    L1/L2 desktop support
     for Windows and macOS systems.
  • Troubleshoot hardware issues (desktops, laptops, printers, scanners, peripherals).
  • Install, configure, and update operating systems and software.
  • Manage and troubleshoot 
    Outlook, MS Office, VPN, and email issues
    .
  • Handle system performance issues, OS errors, and boot failures.

Network & Connectivity

  • Basic troubleshooting of 
    LAN/Wi-Fi, IP conflicts, DNS/DHCP issues
    .
  • Support for network printers and shared drives.
  • Assist with VPN connectivity and authentication issues.

User & Access Management

  • Manage user accounts through 
    Active Directory
     (password resets, group policies, permissions).
  • Provide support for 
    Microsoft 365
     and collaboration tools.

Asset Management

  • Install, manage & track IT assets (laptops, desktops, accessories).
  • Maintain documentation of hardware inventory and service logs.

Security & Compliance

  • Install and update antivirus, ensure system security compliance.
  • Apply patches and updates as per IT security guidelines.

Ticketing & SLA Management

  • Respond to and resolve incidents using tools like 
    ServiceNow, Jira, Freshservice, Remedy
    .
  • Ensure timely closure of tickets within 
    SLA guidelines
    .
  • Document issues and solutions for knowledge base.

Required Skills & Qualifications

  • 3+ years
     of experience in desktop or technical support.
  • Strong knowledge of 
    Windows 10/11
    , basic Mac OS experience is a plus.
  • Hands-on experience with 
    Active Directory, O365, Outlook
    .
  • Good understanding of 
    TCP/IP, DHCP, DNS, network troubleshooting
    .
  • Experience with hardware upgrades and peripheral support.
  • Familiarity with 
    ticketing systems
    .
  • Excellent communication and customer-handling skills.

Preferred Skills

  • Basic knowledge of 
    ITIL processes
    .
  • Experience with 
    SCCM/Intune
     (advantage).
  • Experience in corporate or enterprise environments.

Education

  • Bachelor's degree in Computer Science, IT, Electronics, or related field.
  • Relevant certifications like 
    MCSA, CCNA, CompTIA A+ / Network+
     are a plus.

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