Job Description

We are seeking a proactive and customer-focused Desktop Support Engineer to provide Level-1/Level-2 IT support for end users in our Mumbai office. The role involves troubleshooting hardware, software, networking, and system issues, ensuring smooth day-to-day IT operations, and maintaining high service standards.
End-User Support

• Provide on-site and remote support for laptops, desktops, printers, scanners, and mobile devices.
• Install, configure, and troubleshoot Windows 10/11, Microsoft Office 365, and standard business applications.
• Handle user access requests, password resets, and profile troubleshooting (Windows AD / Azure AD / M365).
• Support collaboration tools such as Teams, Zoom, and WebEx.

Hardware & Software Management

• Perform system builds, OS imaging, patching, and software deployment.
• Coordinate with vendors for hardware repair and replacement.
• Maintain asset inventory for all IT equipment (laptops, accessories, peripherals).

Network & Security Support

• Basic troubleshooting of LAN/Wi-Fi connectivity, VPN, and network printers.
• Ensure compliance with IT security policies, endpoint protection tools, and regular updates.
• Support MFA, BitLocker encryption, and endpoint monitoring tools.

Service Desk Operations

• Log and track incidents and service requests in the ITSM system (IVANTI, Freshservice, etc.).
• Ensure timely resolution within defined SLAs.
• Escalate issues to L2/L3 teams when required.

Office IT Support

• Assist in meeting room setup, AV systems, and conference equipment.
• Support new joiner onboarding and IT inductions.
• Participate in periodic audits, preventive maintenance, and housekeeping of IT areas.

Required Skills & Qualifications

• 2-3 years of experience in desktop / IT support roles.
• Strong knowledge of Windows 10/11, M365, Outlook, AD, and basic networking concepts.
• Hands-on experience with laptop/desktop troubleshooting (Dell/Lenovo preferred).
• Understanding of IT security practices, antivirus, and patch management.
• Good communication skills, problem-solving ability, and customer service orientation.
• Ability to work independently and handle tasks in a fast-paced environment.

Skills Required