Desktop Support Engineer

Hitachi Systems, Ltd.; Bavla; On-site; INR 300,000 - 420,000; Full time

Job summary

Hitachi Systems, Ltd. is seeking a Desktop Support L1 Engineer to provide first-line technical support across Windows, macOS, and Linux environments.

You will troubleshoot hardware and software issues, install and configure operating systems, manage security tools, and document incidents in ticketing systems while meeting SLA commitments. The role requires 2–3 years in a Level 1 support position, strong communication skills, and the ability to work independently in a fast-paced IT team.

Qualifications

• Proven experience as a Desktop Support Engineer or similar role, preferably 2–3 years in L1 support.
• Solid knowledge of Windows, macOS, Linux and common applications.
• Experience troubleshooting desktop hardware, software, and network issues.
• Familiarity with ITIL framework and incident management best practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and with teams in a fast-paced environment.
• Certs like CompTIA A+ or MCDST are a plus.

Responsibilities

• Provide L1 technical support for desktop issues (hardware/software).
• Install, configure, and troubleshoot desktop OSes and applications.
• Manage desktop security solutions (antivirus, malware protection).
• Respond to incidents and requests within SLA timeframes.
• Collaborate with L1 and escalate to L2 when needed.
• Conduct root cause analysis and implement preventive measures.
• Maintain records of incidents using ticketing systems.
• Assist in hardware/software inventory and documentation.
• Support remote users with hands-on assistance.

Skills

Windows OS

macOS

Linux

ITIL knowledge

Communication

Independent work

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

Job description

Job Description:

As a Desktop Support L1 Engineer, you will be responsible for providing technical support to our internal teams and clients, ensuring their desktop computing environments are well-maintained and efficient. You will work closely with the IT team to troubleshoot issues, implement solutions, and provide excellent customer service.

Key Responsibilities:

• Provide L1 technical support for desktop-related issues, including hardware and software problems.
• Install, configure, and troubleshoot desktop operating systems and applications (Windows, macOS, Linux).
• Manage and maintain desktop security solutions, including antivirus and malware protection.
• Respond to incidents and service requests within SLA (Service Level Agreement) timeframes.
• Collaborate with L1 support and elevate issues to L2 support or relevant teams when necessary.
• Conduct root cause analysis and implement preventive measures for recurring issues.
• Maintain accurate records of incidents and service requests using ticketing systems.
• Assist in maintaining hardware and software inventory and documentation.
• Support remote users and provide hands-on assistance when required.
• Ensure adherence to IT policies and procedures, including security and data protection.

Required Skills and Qualifications:

• Proven experience as a Desktop Support Engineer or similar role, preferably at least 2-3 years in a Level 1 support position.
• Solid knowledge of desktop operating systems (Windows, macOS, Linux) and common software applications.
• Experience in troubleshooting desktop hardware, software, and network issues.
• Familiarity with ITIL framework and incident management best practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.

Education:

• Bachelors degree in Information Technology, Computer Science, or a related field; or equivalent work experience