Desktop Support Engineer

Role & responsibilities

1. End-User Technical Support

2. Provide L1/L2 technical support to end users for desktops, laptops, printers, and peripherals.

3. Troubleshoot hardware, software, and operating system issues (Windows primarily).

4. Resolve issues through on-site visits, remote support, or ticketing systems.

5. Hardware Installation & Maintenance

6. Install, configure, and maintain desktops, laptops, printers, scanners, and accessories.

7. Perform hardware diagnostics, part replacement, and preventive maintenance.

8. Coordinate with vendors for hardware repairs and warranty support.

9. Operating Systems & Software Support

10. Install, configure, and upgrade operating systems, drivers, and standard applications.

11. Support MS Office, email clients, antivirus, and common business software.

12. Ensure systems are updated with patches and security fixes.

13. Network & Connectivity Support

14. Troubleshoot LAN, Wi-Fi, internet, and basic network connectivity issues.

15. Configure IP settings, network printers, and shared resources.

16. Coordinate with network engineers for complex network-related issues.

17. User Account & Access Management

18. Create, modify, and manage user accounts in Active Directory (basic level).

19. Reset passwords and manage user access permissions as per company policy.

20. Support email account configuration and access issues.

21. Ticketing & Documentation

22. Log, track, and resolve service requests and incidents through a helpdesk/ticketing system.

23. Maintain documentation of issues, resolutions, and asset details.

24. Update asset registers for desktops, laptops, and IT accessories.

25. Security & Compliance Support

26. Ensure antivirus, endpoint security, and data protection policies are implemented.

27. Support data backup and basic recovery activities.

28. Follow IT security policies and compliance standards.

29. Coordination & Escalation

30. Escalate unresolved or critical issues to L3 engineers or vendors.

31. Coordinate with internal IT teams and service providers for timely resolution.

32. Provide regular status updates to users and supervisors.

33. New Joiner & Exit Support

34. Prepare systems for new employees (system setup, software installation, access).

35. Collect and verify IT assets during employee exit formalities.

36. Ensure data backup and secure handover of systems.

37. Reporting & Service Quality

38. Prepare daily or weekly support reports and SLA compliance updates.

39. Ensure timely resolution of issues to maintain user satisfaction.
40. Adhere to service delivery timelines and quality standards.

Preferred candidate profile

• Diploma / BE / BTech in Computer Science, IT, Electronics, or a related discipline.
• 13 years of experience in desktop support, IT infrastructure, or end-user support roles.
• Strong hands-on experience in desktop/laptop hardware troubleshooting and OS installation.
• Working knowledge of Windows OS, MS Office, antivirus tools, and basic networking (LAN, Wi-Fi, TCP/IP).
• Familiarity with Active Directory, user account management, and basic group policies.
• Experience with printers, scanners, and peripheral device support.
• Exposure to ticketing tools and adherence to SLA-based support environments.
• Basic understanding of IT security practices and endpoint protection.
• Good communication skills with the ability to interact professionally with end users.
• Willingness to travel to client sites and provide onsite support when required.
• Ability to work independently as well as in a team environment.
• Candidates with IT certifications (CCNA, CompTIA A+, Microsoft, Hardware & Networking) will be an added advantage.
• Immediate joiners or candidates with short notice periods preferred.