Provides on-premises and remote desktop support across India, troubleshooting hardware, software, Wi-Fi, VPN, printers, phones, and meeting-room technology. Installs approved financial applications, maintains antivirus protection, follows data-security rules, prepares and resets laptops, manages Active Directory accounts, ships replacement devices, and supports employee onboarding and offboarding. Maintains ticket updates, IT asset reports, and monthly issue summaries while meeting defined response-time targets.
Statement of Work (SOW)
1. Purpose
This Statement of Work ("SOW") defines the desktop support services to be provided for our financial company. The support covers on-premises users at our main offices and remote users across India (PAN India).
2. Scope of Work
The Desktop Support Engineer will handle the following duties:
• On-Premises Support
o Fix hardware issues for desktops, laptops, printers, and desk phones.
o Set up meeting rooms with video tools.
o Help users face-to-face with daily computer problems.
• Remote Support (PAN India)
o Guide remote workers across India using safe remote-control software.
o Trouble-shoot home Wi-Fi connectivity and VPN (Virtual Private Network) tools.
o Ship replacement laptops and coordinate pick-ups for broken devices.
• Software & Security
o Install and update approved financial applications.
o Ensure all computers have active antivirus tools.
o Follow strict financial data security rules.
• User Setup
o Prepare new laptops for onboarding employees.
o Clean and reset computers when employees leave.
o Manage user accounts in Active Directory.
3. Service Levels and Hours
• Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
• Response Time:
o High Priority (VIP/Trading floor down): Within 15 minutes.
o Medium Priority (Work affected): Within 1 hour.
o Low Priority (General question): Within 4 hours.
4. Deliverables
• Daily updates on closed and open support tickets.
• Weekly IT asset reports showing available laptops.
• Monthly summary of common technical issues.
Similar Jobs
Information Technology
Manage Windows endpoints through Intune, Autopilot, and ManageEngine Desktop Central, including imaging, software deployment, patching, updates, compliance, and security policies. Troubleshoot hardware, software, networking, VPN, wireless, and video conferencing issues. Support Microsoft 365, Active Directory, Entra ID, virtual desktops, and user access. Monitor and escalate network incidents, document procedures, train users, and manage ServiceNow tickets while collaborating with security, infrastructure, and service desk teams.
Top Skills:
Active DirectoryAzure Active DirectoryCisco AnyconnectCitrixCrowdstrikeDhcpDnsFirewallsGroup PolicyIntuneIp NetworkingManageengine Desktop CentralMicrosoft 365Microsoft Endpoint ManagerMicrosoft Entra IdExcelMicrosoft OutlookMicrosoft TeamsMicrosoft WordRoutersServicenowSwitchesVpnWi-FiWindows 10Windows 11Windows 365Windows Autopilot
Cloud • Information Technology • Security
Provides Level 2 support for Windows desktops, laptops, peripherals, applications, and network connectivity. Responsibilities include OS installation, patching, hardware diagnostics and replacement, remote troubleshooting, endpoint security support, ITSM documentation, ticket escalation, user training, and proactive system-health monitoring. The role collaborates with IT teams to resolve complex issues, maintain system reliability, improve user experience, and minimize downtime.
Top Skills:
AnydeskDhcpDnsItilItsmJIRAMicrosoft Remote DesktopServicenowTcp/IpTeamviewerVpnWindows 10Windows 11Zendesk
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Leads complex, cross-functional scientific learning projects for Medical Affairs. Develops curricula, e-learning, and blended learning programs; partners with medical, scientific, agency, and learning systems teams; manages multiple projects, timelines, budgets, and priorities; evaluates emerging e-learning technologies; and updates existing learning resources across therapeutic areas.
Top Skills:
Articulate StorylineDigital Learning TechnologyE-Learning Authoring ToolsLearning Management Systems
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
