Desktop Support Engineer

Black Box; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Black Box is seeking a Desktop Support Engineer in Mumbai to deliver hands-on desktop and remote support for Windows environments. The role requires 5+ years of experience, rotational shifts, and a 5-day in-office work pattern.

The ideal candidate will manage Intune, Autopilot, and ManageEngine Desktop Central, ensuring secure desktop deployment and policy compliance across endpoints. Attendance in the office is mandatory.

Qualifications

• Hands-on experience supporting desktops/laptops in Windows environment.
• Experience with Intune, Autopilot and Desktop Central is required.
• Strong documentation and user communication skills.

Responsibilities

• Provide face-to-face and remote technical support for desktop users.
• Manage imaging, deployment, and security policies across endpoints.
• Configure and maintain endpoint management tools (Intune, Autopilot, Desktop Central).
• Troubleshoot OS, apps, VPN, and network issues at L1/L2 levels.

Skills

Windows OS

Remote support

End-user support

Documentation

Communication

Education

Bachelor's degree in IT or related field

Tools

Microsoft Intune

Windows Autopilot

ManageEngine Desktop Central

Active Directory

Job description

hi,
we have openings for Desktop Support Engineer at Mumbai Location

Job Location: Mumbai

Mode of work: 5 days working from office

Role: Desktop Support Engineer

Experience : 5+ years

Shifts: Rotational shifts

Primarily Roles & Responsibilities

The position is primarily responsible for face-to-face and remote technical support of Black Box employees using desktops and laptops in a Windows environment. We are seeking a skilled Desktop Engineer to join our IT team. The ideal candidate will have hands-on experience with Microsoft Intune, Autopilot, and ManageEngine Desktop Central. This role involves managing and optimizing our desktop infrastructure, ensuring seamless deployment, and maintaining high security standards.***Attendance in the office is mandatory***

Job Responsibilities:

• Endpoint Management & Deployment:


• Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.


• Configure, test, and deploy hardware and software to users both locally and remotely


• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers


• Diagnoses and resolves problems related to the operation of PCs on the network


• Administer and enforce compliance policies and configuration profiles.


• Oversee application packaging, deployment, and Windows update policies.


• Troubleshoot and support hardware/software issues on Windows OS.


• ManageEngine Desktop Central:


• Configure and manage endpoint devices using ManageEngine Desktop Central.


• Automate patch management, software deployment, and asset management.


• Monitor and optimize system performance and security.


• Networking Support L1:


• Identify and respond to network alerts and outages and perform initial analysis of network performance issues.


• Verify network device status and interface utilization, Check interface status, link failures, and bandwidth usage.


• Identify and troubleshoot network-related incidents including DNS, DHCP, IP conflicts, VPN access, and wireless connectivity issues.


• Coordinate with Network Operations teams for escalation and resolution of complex network problems.


• Support network infrastructure moves, additions, and changes, including workstation and peripheral connectivity.


• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts


• Collaboration & Documentation:


• Work closely with IT Security, Infrastructure, and Service Desk teams.


• Maintain detailed documentation, SOPs, and knowledge base articles.


• Provide solutions to user issues by identifying problems, train users in basic problem resolution and understanding how to make efficient use of their PCs


• Respond to user requests and service issues in a timely and professional manner


• Create, monitor, update, and close tickets using Service Now ticketing system


• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions


• Remain current on technical and operational details concerning PC products and support


• Technical Skills:


• Deep understanding of Windows 10/11, Office 365, and MDM policies.


• Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.


• Experience with virtual desktop administration (e.g., Windows 365, Citrix).


• Extensive experience with Win 10/11 OS Control panel, System settings, networking, device manager.


• Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools


• Microsoft Outlook OST/PST, Email Profiles, Shared Folders, Archives, Add-ons and Webmail.


• Networking IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nics.


• Active Directory Password resets and User properties.


• Working knowledge of Microsoft Teams audio/video conferencing systems


• Soft Skills:


• Excellent communication and documentation abilities.


• Strong problem-solving skills and attention to detail.

Personal Qualifications

• Degree in Information Technology or related field with 5-8 Years of relevant hands‑on experience in a customer... focused networked PC environment.


• Industry‑specific certifications such as A+, Microsoft and ITIL are a plus but not required.


• Comfortable working independently in a fast‑paced office setting while supporting a wide variety of job roles.


• Proficient in time‑management and the ability to multitask and prioritize daily support requests and projects.


• The ability to diagnose, isolate and troubleshoot networking components both remotely and locally.


• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.


• Self‑motivated, enthusiastic, solid problem‑solving skills, detail oriented, willing to learn and a desire to succeed.