Desktop Support Engineer

4 days ago

Pune, Maharashtra, India CMS It Services Full time ₹ 2,50,000 - ₹ 7,50,000 per year

The Opportunity: Be Our Tech Lifeguard

This is not a purely reactive "fix-it" role. You will be the face of IT, providing exceptional support, implementing new technologies, and helping shape a better end-user experience for everyone. You will turn technical roadblocks into opportunities for growth and knowledge sharing.

Key Responsibilities: What You'll Do

  1. End-User Empowerment & Troubleshooting (The Core)

  2. Resolve Incidents: Act as the first and second point of contact for all IT-related issues (hardware, software, network, and connectivity) via ticketing system, phone, and in-person support.

  3. Own the Solution: Diagnose and swiftly resolve issues related to Windows, macOS, MS Office/O365 suite, email, and proprietary business applications, ensuring minimal downtime.

  4. Maintain Workstations: Install, configure, test, and maintain operating systems, application software, and system management tools for all desktops, laptops, and mobile devices.

  5. Infrastructure & Operations (The Maintenance)

  6. Asset Management: Manage the lifecycle of all IT hardware assets, including inventory tracking, procurement, deployment, and end-of-life retirement.

  7. User Management: Administer user accounts, security groups, password resets, and access permissions using Active Directory (AD) and other identity management platforms.
  8. Setup & Onboarding: Prepare and deploy complete, ready-to-use technical kits for all new hires, ensuring a flawless first day for every employee.

  9. Security Focus: Assist with the deployment and monitoring of endpoint security tools, ensuring compliance with organizational security policies.

  10. Proactive Improvement (The Innovation)

  11. Create the Knowledge Base: Develop and maintain high-quality technical documentation, internal procedures, and user-facing "how-to" guides to promote self-service and reduce recurring tickets.

  12. Process Improvement: Identify recurring issues and work with the IT Manager to implement permanent fixes, contributing to a culture of continuous improvement.

Required Skills & Qualifications: Who You Are

  • Experience: [1-3] years of proven experience in a Desktop Support, IT Helpdesk, or Technical Support role.
  • Technical Proficiency: Strong hands-on knowledge of Windows 10/11 and familiarity with macOS environments.
  • Core Tools: Demonstrated experience with a major Help Desk Ticketing System (e.g., Jira Service Desk, ServiceNow, Fresh service).
  • Network Fundamentals: Basic understanding of TCP/IP, DNS, DHCP, VPN clients, and ability to troubleshoot connectivity issues (LAN/Wi-Fi).
  • Identity Management: Practical experience with Active Directory (AD), including user/group management and basic Group Policy Objects (GPO) knowledge.
  • Soft Skills (Crucial): Excellent verbal and written communication skills with the ability to translate complex technical jargon into clear, patient instructions for non-technical users.
  • Mindset: A strong customer-service orientation, a calm demeanor under pressure, and a passion for problem-solving.

Nice-to-Have (Bonus Points)

  • Relevant certifications (e.g., CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate).
  • Experience supporting cloud-based collaboration platforms (e.g., Microsoft 365 / Google Workspace).
  • Familiarity with PowerShell or basic scripting for automation.

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