Desktop Support Engineer

Black Box Corporation; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Black Box Corporation seeks an IT Support specialist in Mumbai to manage endpoint deployment, imaging, and security policies. You will configure Intune/Autopilot, ManageEngine Desktop Central, and network support for LAN/WAN users. Collaboration with IT security, infrastructure, and service desk teams is essential.

You will document SOPs, respond to user requests via Service Now, and ensure devices stay compliant with corporate policies and security standards.

Qualifications

• Windows 10/11 troubleshooting and configuration.
• Experience with MDM policies and endpoint security practices.
• Ability to configure and deploy patches, software, and assets.
• Strong documentation and ticketing skills.

Responsibilities

• Manage and configure endpoint management tools (Intune, Autopilot).
• Configure and deploy hardware/software locally and remotely.
• Image laptops/desktops with applications and security layers.
• Troubleshoot PC network issues and enforce security/configuration policies.
• Oversee patching, software deployment, and Windows updates.
• Support and document end-user IT requests via ticketing system.

Tools

Intune

Windows Autopilot

Desktop Central

ServiceNow

Azure AD

Group Policy

Citrix

Windows 365

Outlook

CrowdStrike

Active Directory

Teams

Job description

• 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-on’s and Webmail.

  • Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.

  • Active Directory Password resets and User properties.

  • Working knowledge of Microsoft Teams audio/video conferencing systems