Desktop Engineer or IT Support Engineer or IT Help Desk

Asia Pacific Systems; Hyderabad; On-site; INR 250,000 - 450,000; Full time

Benefits offered by this job

Medical Insurance

Job summary

Asia Pacific Systems in Hyderabad is seeking an IT Help Desk professional to provide frontline technical support to end users via phone, email, Teams, and on-site visits. You will troubleshoot hardware, software, OS, and network issues across laptops, desktops, printers, and peripherals.

The role also covers Microsoft 365 administration, ServiceNow ticketing, asset management, onboarding/offboarding, and collaboration system support, including Teams Rooms and AV setups.

Qualifications

• 2-3 years of experience in IT Help Desk, Desktop Support, or End-User Computing (EUC) support.
• Strong knowledge of Windows operating systems and Microsoft 365 ecosystem.
• Experience working with ServiceNow or similar ITSM platforms.
• Knowledge of LAN/WAN, Wi-Fi, VPN, TCP/IP, and basic network troubleshooting.
• Experience supporting Microsoft Teams Rooms, meeting room technologies, and AV equipment.
• Understanding of IT asset management and inventory control processes.
• Strong communication, troubleshooting, and customer service skills.

Responsibilities

• Provide technical support to end users through phone, email, Microsoft Teams, and on-site assistance.
• Troubleshoot and resolve hardware, software, and operating system issues on Windows laptops, desktops, printers, mobile devices, and peripheral equipment.
• Support and administer Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Handle user account management, password resets, access provisioning, and application access requests through ServiceNow.
• Manage and resolve incidents, service requests, and escalations while ensuring compliance with defined SLAs and service standards.
• Troubleshoot network-related issues, including LAN, WAN, Wi-Fi, VPN connectivity, and basic network infrastructure problems.
• Maintain IT asset inventory, stock management, asset allocation, and lifecycle management processes.
• Coordinate employee onboarding, offboarding, and internal transfers by provisioning IT equipment, system access, and workplace technology resources.
• Support conference rooms, AV systems, Microsoft Teams Rooms, and video conferencing technologies to ensure smooth business meetings and collaboration.
• Collaborate with Global IT teams, Service Desk teams, and third-party service providers to investigate and resolve complex technical issues.
• Support IT security initiatives, including Multi-Factor Authentication (MFA), endpoint security, compliance requirements, and adherence to corporate IT policies.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Monitor and proactively address recurring IT issues to improve user experience and service delivery.
• Ensure minimal downtime and maintain a high level of customer satisfaction across all support activities.

Job description

Role & responsibilities

• Provide technical support to end users through phone, email, Microsoft Teams, and on-site assistance.
• Troubleshoot and resolve hardware, software, and operating system issues on Windows laptops, desktops, printers, mobile devices, and peripheral equipment.
• Support and administer Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Handle user account management, password resets, access provisioning, and application access requests through ServiceNow.
• Manage and resolve incidents, service requests, and escalations while ensuring compliance with defined SLAs and service standards.
• Troubleshoot network-related issues, including LAN, WAN, Wi-Fi, VPN connectivity, and basic network infrastructure problems.
• Maintain IT asset inventory, stock management, asset allocation, and lifecycle management processes.
• Coordinate employee onboarding, offboarding, and internal transfers by provisioning IT equipment, system access, and workplace technology resources.
• Support conference rooms, AV systems, Microsoft Teams Rooms, and video conferencing technologies to ensure smooth business meetings and collaboration.
• Collaborate with Global IT teams, Service Desk teams, and third-party service providers to investigate and resolve complex technical issues.
• Support IT security initiatives, including Multi-Factor Authentication (MFA), endpoint security, compliance requirements, and adherence to corporate IT policies.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Monitor and proactively address recurring IT issues to improve user experience and service delivery.
• Ensure minimal downtime and maintain a high level of customer satisfaction across all support activities.

Preferred candidate profile

• 2-3 years of experience in IT Help Desk, Desktop Support, or End-User Computing (EUC) support.
• Strong knowledge of Windows operating systems and Microsoft 365 ecosystem.
• Experience working with ServiceNow or similar ITSM platforms.
• Knowledge of LAN/WAN, Wi-Fi, VPN, TCP/IP, and basic network troubleshooting.
• Experience supporting Microsoft Teams Rooms, meeting room technologies, and AV equipment.
• Understanding of IT asset management and inventory control processes.
• Strong communication, troubleshooting, and customer service skills.

Ability to work independently and coordinate effectively with global teams.

Perks and benefits

Medical Insurance