Desktop Support Engineer

Institute For Academic Excellence; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

Institute For Academic Excellence in Hyderabad, India seeks a Desktop Support Engineer to provide hands-on IT help desk support, install and configure hardware and software, troubleshoot connectivity and printing issues, and educate users on best practices. The role includes inventory management and documenting issues in the ticketing system.

You will work with Windows, macOS and Linux, handle networking basics, and collaborate with engineering teams on escalated problems.

Qualifications

• Experience in desktop and IT support.
• Familiarity with ticketing systems.
• Ability to install and configure hardware and software.

Responsibilities

• Provide desk-side IT support to users across the organization.
• Install and configure computer hardware, software, peripherals, and networking equipment.
• Troubleshoot issues with internet connectivity, printers, scanners, phones and other equipment.
• Document issues and solutions in the ticketing system for audit and reuse.
• Manage technology inventory and coordinate purchases with procurement.

Skills

Windows

macOS

Linux

Diagnostics

PowerShell

Networking

Ticketing System

Hardware

Software

Tools

Ticketing system

Job description

Job Responsibilities

• Providing desktop and system support to troubleshoot various technical problems
• Installing and configuring computer hardware, software, peripherals, and networking equipment
• Resolving issues with internet connectivity, printers, scanners, phones, and other equipment
• Performing troubleshooting to diagnose system failures and identifying root causes
• Managing technology inventory and placing orders for equipment
• Escalating complex issues to the appropriate teams if unable to resolve them independently
• Providing new system orientation and training to end users
• Documenting technical issues and solutions in a ticketing system

Job Description

1. Provide Technical Support

The primary role of a desktop support engineer is to provide help desk support to users within the organization who are having problems with their IT equipment or systems. This includes:

• Receiving requests via phone, email, chat, or ticketing systems
• Asking questions to properly diagnose reported issues
• Resolving common problems like network connectivity, password reset, email access, printer jamming, etc.
• Tracking issues from initial report to final resolution

2. Troubleshoot Issues

When users experience more complex system failures, desktop support engineers leverage their technical expertise to troubleshoot and determine root causes. This involves:

• Investigating error messages
• Reviewing system and application logs
• Testing software and hardware to pinpoint faulty component(s)
• Escalating to a specialized team if unable to diagnose
• Documenting details to share with engineering/development teams

3. Install & Configure Systems

Desktop support techs handle a variety of installation, configuration and maintenance tasks to optimize computer systems throughout the organization, including:

• Formatting, partitioning and imaging hard drives
• Upgrading or replacing hardware components like memory, network cards, video cards
• Installing operating systems, software drivers and applications
• Setting up new devices, printers, scanners, etc.
• Configuring system settings, security tools, VPN access etc.
• Performing preventative maintenance activities

4. Provide Orientation & Training

With their specialized expertise, desktop support technicians frequently hold orientation workshops and provide informal assistance to teach users about utilizing technologies effectively, including:

• Demoing how to use devices, operating systems, software, printers etc.
• Developing training materials and quick-start guides
• Conducting one-on-one and group training sessions
• Answering usage questions
• Ensuring users optimize and properly handle equipment

5. Manage Inventory & Purchase Equipment

Desktop support techs also handle inventory management and equipment procurement for their organizations. Their responsibilities related to this include:

• Tracking computers, devices, peripherals, components, and software licenses
• Identifying needs for additional supplies and hardware
• Researching products and vendors to find optimal solutions
• Coordinating with finance/procurement teams on purchases
• Installing and retiring equipment according to refresh cycles

Technical Skills

• Operating Systems: Extensive knowledge of operating systems like Windows, macOS and Linux distributions
• Hardware: Understanding of computer components, mobile devices, printers, networks
• Software: Familiarity with productivity software, collaboration tools, security programs, etc.
• Diagnostics: Ability to review logs, run monitoring tools, conduct testing to pinpoint issues
• Scripting: Write scripts to automate tasks using languages like PowerShell
• Networking Concepts: Solid grasp of how LANs, WANs, Wi-Fi, VPNs etc. function

Interpersonal Skills

• Communication Skills: Ability to interact with users clearly, politely and patiently
• Collaboration: Work with team members to solve issues and implement improvements
• Training Abilities: Skills to educate non-technical users on utilizing technology
• Documentation: Note details clearly for future reference
• Time Management: Prioritize and handle high volumes of support requests
• Problem Solving: Apply logical thinking to tackle technical challenges