Desktop Engineer

OSI Digital; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

OSI Digital in Hyderabad is seeking an experienced Desktop Engineer to join our team. The ideal candidate will have 6–10 years of desktop support experience, handle incidents in a 24/7 environment, and provide L1/L2 assistance across Windows, macOS, iOS, Android, and Microsoft 365.

This role offers growth to Lead based on performance, requires working from office with rotational shifts, and uses tools like SNOW and JIRA.

Qualifications

• 6+ years of experience in client device management or enterprise desktop engineering.
• Excellent verbal and written communication with email etiquette and customer service skills.
• 2+ years of experience handling end‑user calls, incidents/service requests, application break/fix.
• Experience in AD, O365, VPN, OneDrive.
• Proven track record of fast, effective troubleshooting across Windows, macOS, iOS, Android, and Microsoft 365.
• Working experience on ticketing tools (SNOW, JIRA).
• Preferable: ITIL best practices around Service Desk, Incident & Request Management procedures.

Responsibilities

• Being part of the team to address incidents and service requests reported by business users in a 24/7 - 365 days work environment.
• Advanced desktop support experience - troubleshooting, configuration, software installation.
• Providing L1 and L2 technical guidance in activities associated with identification, prioritization, and resolution of reported problems through phone, RDP, TeamViewer, MS Teams, and other tools.
• Creating/updating end user guides, Service Desk KBs, and SOPs.
• Making recommendations to optimize IT performance and to prevent future problems.
• Generating status reports/consolidated IM reports to the Service Desk Manager.
• Strong experience in workstation engineering (PowerShell scripting, SCCM/MECM, Intune, remote deployment, server maintenance), Active Directory, networking, and security.

Skills

Endpoint management

Desktop engineering

PowerShell scripting

Active Directory

SCCM/MECM

Office 365

Ticketing tools

Tools

SNOW

JIRA

Job description

Desktop Engineer

Experience: 6-10 Years

Job Location: Hyderabad

Male candidates preferable

Rotational shift

Mandatory work from office

OSI Digital is looking for an experienced Desktop support technician to join our team. The ideal candidate will have extensive and advanced desktop experience.

This person will provide technical guidance and support to our business and customers, their hardware, applications, and operating systems.

The ideal candidate will have a strong technical background, solid analytical skills, and proven problem‑solving experience.

He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.

This position will have an opportunity to grow to the next level as Lead based on your experience, skillset, and performance.

Responsibilities

• Being part of the team to address incidents and service requests reported by business users in a 24\/7 - 365 days work environment.
• Advanced desktop support experience - troubleshooting, configuration, software installation.
• Providing L1 and L2 technical guidance in activities associated with identification, prioritization, and resolution of reported problems through phone, RDP, TeamViewer, MS Teams, and other tools.
• Creating/updating end user guides, Service Desk KBs, and SOPs.
• Making recommendations to optimize IT performance and to prevent future problems.
• Generating status reports\/consolidated IM reports to the Service Desk Manager.
• Strong experience in workstation engineering (PowerShell scripting, SCCM\/MECM, Intune, remote deployment, server maintenance), Active Directory, networking, and security.

Required Skills

• 6+ years of experience in client device management, endpoint management, or enterprise desktop engineering.
• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 2+ years of experience handling end‑user calls, incidents/service requests, application break/fix.
• Experience in AD, O365, VPN, OneDrive.
• Proven track record of fast, effective troubleshooting across Windows, macOS, iOS, Android, and Microsoft 365.
• Working experience on ticketing tools (SNOW, JIRA).
• Preferable: ITIL best practices around Service Desk, Incident & Request Management procedures.
• Ability to notify and elevate issues based on the severity.
• Providing technical assistance for user questions/issues on Windows 7, 8, 10 and Microsoft Office through Office 365, M365.

We are not looking for someone who is

• Never worked with international customers and technical support.
• Never worked on end‑user computing issues, onboarding & off‑boarding on Active Directory.
• Not flexible for 24x7 rotational shifts and not ready to work from office.