The Desktop Support Engineer provides technical support, manages hardware and software configurations, and resolves end-user issues. Responsibilities include troubleshooting hardware and software issues, managing laptop shipments and configurations, user account management on Active Directory, and ensuring compliance with security standards.
Desktop Support Engineer Job Requirements
Job TitleDesktop Support EngineerExperience Level3-4 yearsLocationHyderabadReports toIT Manager / Technical LeadJob SummaryWe are seeking a skilled and motivated Desktop Support Engineer with 3 to 4 years of experience to provide technical support, manage hardware and software configurations, and resolve end-user issues. The ideal candidate will have experience with laptop shipments, laptop configurations, Active Directory user creation, and a strong understanding of IT support processes.Key Responsibilities
- Technical Support: Provide timely and effective support to end-users on hardware, software, and network-related issues. Troubleshoot and resolve technical issues both remotely and on-site.
- Laptop Shipments & Configurations: Manage laptop shipments, including receiving, inventory management, and coordinating deliveries to users. Configure laptops with necessary software and hardware settings, ensuring compliance with company standards and security protocols.
- User Account Management: Manage user accounts on Active Directory, including user creation, modifications, and deactivations. Ensure correct permissions and group policies are applied to users for access to resources and applications.
- End-User Support: Handle user issues ranging from application errors, system performance, printer setups, and network connectivity. Provide support for Microsoft Office 365, email configurations, VPN setups, and other common enterprise applications.
- Software Installation & Updates: Install, update, and troubleshoot software on desktops and laptops. Ensure regular patching and updates are applied in line with organizational policies.
- Hardware Maintenance: Diagnose and troubleshoot hardware issues for laptops, and peripherals (e.g., printers, scanners, docking stations). Coordinate hardware repairs or replacements when necessary.
- Asset Management: Maintain an accurate inventory of all IT assets, including laptops, and other peripherals. Track the lifecycle of IT assets from procurement to disposal, ensuring proper documentation and asset tagging.
- Ticketing System Management: Track and resolve user issues using the company’s ticketing system. Ensure tickets are resolved within SLAs and maintain documentation of troubleshooting steps and resolutions.
- Network Troubleshooting: Support basic network troubleshooting for end-users, including Wi-Fi connectivity, LAN setups, and IP address issues.
- Security Compliance: Ensure all systems comply with company security policies, including regular updates for antivirus, firewalls, and disk encryption. Educate users on best practices for data security.
- Documentation: Maintain accurate and detailed documentation of issues, solutions, and laptop configuration steps for future reference and knowledge sharing.
Requirements
- 3-4 years of experience in desktop support, IT helpdesk, or a similar technical support role.
- Proficiency in Windows operating systems; experience with macOS is a plus.
- Experience with laptop configurations and troubleshooting.
- Strong knowledge of Active Directory for user account management (user creation, modifications, and deactivations).
- Familiarity with Office 365 and common enterprise applications.
- Experience with remote support tools and VPN setups.
- Basic knowledge of network troubleshooting (Wi-Fi, LAN setups, IP address issues).
- Experience with asset management, including tracking, maintaining, and managing IT hardware inventories.
- Experience managing laptop shipments and coordinating deliveries.
- Familiarity with ticketing systems like Jira, ServiceNow, or equivalent, to track and resolve user issues within SLAs.
- Ability to diagnose and troubleshoot hardware issues for desktops, laptops, printers, and other peripherals.
- Experience with software installations and applying updates/patches regularly.
- Knowledge of IT security policies and experience in ensuring compliance with antivirus, firewalls, disk encryption, etc.
- Strong problem-solving and troubleshooting abilities.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a team environment.
Top Skills
Active Directory
Microsoft Office 365
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