Desktop Support Engineer

Option Us; Pune District; On-site; INR 240,000 - 360,000; Full time

Job summary

Option Us in Pune seeks a Desktop Support Engineer (L1) to provide first-level IT support for end users across client locations. The role involves troubleshooting hardware, software, operating system, email, and basic network issues to ensure timely resolution and high service standards.

Responsibilities include end-user support, desktop/laptop management, Windows OS administration, Outlook/Office troubleshooting, network issue handling, and asset documentation.

Qualifications

• Diploma or degree in Computer Science, Information Technology, Electronics or related field.
• Proficiency in Windows OS and basic networking.
• Experience supporting end users and handling service requests.

Responsibilities

• Provide Level-1 technical support to users for desktops, laptops, software and peripherals.
• Respond to and resolve IT support tickets within defined SLA timelines.
• Escalate unresolved issues to higher support levels when needed.
• Install, configure, and maintain desktops and laptops; perform hardware checks and preventive maintenance.
• Configure and troubleshoot Outlook and Office applications; assist with mailbox configuration.

Skills

Windows OS

Networking basics

Outlook troubleshooting

Hardware troubleshooting

Printers & scanners

Endpoint security

Customer service

Communication skills

Education

Diploma/degree in CS/IT/ Electronics

Tools

Outlook

Microsoft Office

Job description

Desktop Support Engineer L1

Job Summary

We are seeking a Desktop Support Engineer (L1) to provide first-level IT support for end users across client locations. The ideal candidate will be responsible for troubleshooting hardware, software, operating system, email, and basic network issues while ensuring timely resolution of user requests and maintaining high service standards.

Key Responsibilities

End User Support

• Provide Level-1 technical support to users for desktops, laptops, software, and peripheral devices.
• Respond to and resolve IT support tickets within defined SLA timelines.
• Assist users with day-to-day IT-related issues and service requests.
• Escalate unresolved or complex issues to higher support levels when required.

Desktop & Laptop Management

• Install, configure, and maintain desktop computers, laptops, and workstations.
• Diagnose and resolve hardware issues related to RAM, HDD/SSD, motherboard, monitors, keyboards, mouse, and other components.
• Perform preventive maintenance and routine health checks of IT equipment.
• Coordinate hardware replacements and repairs with vendors when required.

Operating System & Software Support

• Install, configure, upgrade, and troubleshoot Windows operating systems.
• Perform OS installations, formatting, patch management, and software deployment.
• Install and support business applications and productivity tools.
• Ensure systems are updated with the latest security patches and antivirus definitions.

Email & Office Applications Support

• Configure and troubleshoot Microsoft Outlook and email accounts.
• Support Microsoft Office applications and user-related issues.
• Assist users with mailbox configuration, email synchronization, and profile management.

Network & Connectivity Support

• Troubleshoot LAN, Wi-Fi, internet, VPN, and basic network connectivity issues.
• Support printer, scanner, and peripheral device configurations.
• Coordinate with network teams for advanced troubleshooting and issue resolution.

Security & Compliance

• Monitor antivirus status and perform regular updates.
• Follow organizational IT security policies and best practices.
• Ensure compliance with IT asset and access management procedures.

Asset & Documentation Management

• Maintain IT asset inventory and user allocation records.
• Document incidents, service requests, and resolutions accurately.
• Prepare support reports and maintain service records as required.

Required Skills

• Good knowledge of Windows Operating Systems.
• Basic understanding of networking concepts (LAN, WAN, TCP/IP, DNS, DHCP, Wi-Fi).
• Experience in Outlook and Microsoft Office troubleshooting.
• Knowledge of desktop/laptop hardware troubleshooting and repair.
• Familiarity with printers, scanners, and other IT peripherals.
• Understanding of antivirus and endpoint security solutions.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good communication and customer-handling abilities.

Educational Qualification

• Diploma / Bachelor's Degree in Computer Science, Information Technology, Electronics, or related field.

Preferred Requirements

• Willingness to travel between multiple client locations as per business requirements.
• Ability to work independently and manage multiple support requests.
• Customer-focused approach with strong service orientation.