Desktop Support Engineer

PYXIDIA TECHLAB

Mumbai

On-site

INR 334,800 - 558,000

Full time

14 days+

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Job summary

A technology solutions provider in Mumbai seeks a Desktop Support Engineer responsible for ensuring smooth technical operations. This role involves providing advanced support, troubleshooting complex issues, and collaborating with development teams. Candidates should have a degree in Computer Science or IT. Strong communication skills and a passion for helping others are essential. Join us in enhancing customer satisfaction through effective technical solutions.

Qualifications

Degree in a relevant field is required.
Experience in Computer Science or IT is advantageous.
Strong personal traits in communication and troubleshooting.

Responsibilities

Provide advanced technical support to customers and internal teams.
Troubleshoot complex technical issues related to software, hardware, or network systems.
Document troubleshooting steps and maintain knowledge base articles.
Communicate technical information effectively to both technical and non-technical audiences.

Skills

MS Office

Windows Troubleshooting

ITIL

Basic Networking

Understanding on EDR

DLP Tools

Firewalls

VMware/ Citrix workspace Client setup troubleshooting

Active Directory

Basic Concepts of O365 Exchange admin

Microsoft MDM & Intune

Firewall’s

DLP

EDR

Proxy concepts

Fundamental understanding of ITSM

ITIL

CMDB

Education

Degree in Computer Science, IT or related field

Job description

Desktop Support Engineer plays a crucial role in ensuring the smooth operation of technical systems, providing expert-level support to customers, and contributing to the improvement of products and services through technical expertise and leadership.

To meet the qualifications specified:

Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.
Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role.
Personal Traits: Being a natural helper and enjoying assisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage.

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping people with technical issues and your ability to communicate complex information in an understandable manner during the application.

Roles and Responsibilities

Technical Expertise

Provide advanced technical support to customers and internal teams.

Troubleshoot complex technical issues related to software, hardware, or network systems. Perform root cause analysis for recurring issues and implement permanent resolutions.

Collaborate with development teams to elevate and resolve product issues. Maintain up-to-date knowledge of new technologies and industry trends.

Customer Support

Act as a point of escalation for critical customer issues.

Communicate effectively with customers to understand their technical concerns. Manage and prioritize support tickets and customer inquiries.

Ensure timely resolution of customer issues according to service level agreements (SLAs). Provide training and guidance to junior support engineers.

Documentation and Reporting

Document troubleshooting steps and solutions for knowledge base articles. Create and maintain technical documentation, including FAQs and user guides.

Generate regular reports on support activities, issue trends, and resolution metrics.

Quality Assurance

Conduct quality assurance testing for new software releases or patches. Validate bug fixes and ensure they meet customer requirements.

Perform regression testing to identify potential issues before deployment.

Communication Skills

Communicate technical information effectively to both technical and non-technical audiences. Provide regular updates to customers and stakeholders on issue status and resolution.

Participate in customer-facing meetings and conference calls as a technical expert.

Troubleshooting and Problem‑Solving

Utilize diagnostic tools and resources to analyze technical issues. Develop creative solutions to complex technical problems.

Implement temporary workarounds and permanent fixes as necessary.

Compliance and Security

Ensure compliance with data protection regulations and security best practices. Follow established protocols for handling sensitive customer information.

Required Skill Set