Desktop Support Engineer

HCLTech; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

HCLTech in Pune, Maharashtra, seeks an entry-level Helpdesk L1 Engineer to interpret events, escalate through tickets, and support Desktops/Laptops hardware and software. The role requires basic OS knowledge (Windows, macOS, Linux), Outlook, Google Workspace, and ITSM tools. Candidates should be comfortable with 24x7 shift patterns and have strong communication skills.

Familiarity with AV/EDR, DLP, drive encryption, Active Directory, and VM configurations (Hyper-V/VMware) is advantageous.

Qualifications

• Experience in interpreting events or errors at a basic level and escalate via tickets.
• Incident management, customer handling and business communications skills.
• Experience in installation, configuration and troubleshooting of Desktops/Laptops hardware and software (OS & Applications).
• Fundamental knowledge: Windows 10/11, macOS, Linux/Unix basics.
• Outlook configuration knowledge.
• Network connectivity troubleshooting basics.
• Google Workspace basics.
• Basic knowledge of AV/EDR (Symantec, CarbonBlack, CrowdStrike Falcon), DLP and drive encryption.
• Active Directory user management (create/modify/delete).
• Configuring virtual machines (Hyper-V, VMware).
• Experience with ITSM tools like BMC Remedy, HP Service Manager, SNOW.
• Strong spoken and written communication.
• Willingness to work in a 24x7 environment.
• Knowledge of ITIL certification is a plus.

Skills

Incident management

Customer handling

Communication skills

Troubleshooting

24x7 readiness

ITIL knowledge

Tools

BMC Remedy

HP Service Manager

ServiceNow (SNOW)

Hyper-V

VMware

Outlook configuration

Google Workspace

Symantec

CarbonBlack

CrowdStrike Falcon

BitLocker

Job description

Helpdesk L1 Engineer - Job Description

• Experience in Interpreting events or errors at a basic level andassessing and escalating appropriately through tickets.
• Incident Management, customer handling and business communications skills.
• Experience in installation, configuration and troubleshooting of Desktops/Laptops hardware and software (OS & Applications).
• Fundamental Technical system trouble shooting, fewprominent knowledge areas are:- 1. Microsoft Operating Systems (Windows 10 & 11) 2. MAC OS X 3. Linux / Unix basic knowledge 4. Microsoft Outlook configuration 5. Network Connectivity troubleshooting basic knowledge. 6. Google Workspace basic knowledge and t-shoot
• Candidates should have basic knowledge of AV/EDR (Symantec, CarbonBlack, CrowdStrike Falcon), DLP (Forcepoint) & Drive Encryption(Bitlocker/File Vault) and basic troubleshooting.
• Knowledge on User creation, Modification and Deletion in Activedirectory.
• Knowledge of configuring VMs (Hyper-V, VMWare, etc.)
• Working experience of any one or more ITSMtools like BMCRemedy, HP Service Manager, SNOW, etc.
• Excellent spoken & written communication skills.
• Ready to work 24X7 environment.
• Knowledge of ITIL / certification is a plus point.

Role:

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