Responsible for providing Level-1/Level-2 IT support, troubleshooting hardware, software, and network issues, and ensuring compliance with IT security policies.
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.
Top Skills
Azure Ad
Freshservice
Ivanti
Lan
M365
Microsoft Office 365
Vpn
Windows 10
Windows 11
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