Desktop Support Engineer

ATAIN; Pune District; On-site; INR 250,000 - 420,000; Full time

Job summary

AT AIN? ATAIN is seeking a Desktop Support Engineer in Pune at 100% onsite. The role focuses on Windows desktop troubleshooting, incident management, and hands-on IT support for end-users.

Responsibilities include configuring workstations, maintaining asset inventories, and documenting procedures while ensuring SLA adherence and clear communication in English.

Qualifications

• Experience providing desktop support for Windows environments.
• Familiar with incident management and SLA adherence.
• Proficient in ServiceNow ticketing.
• Strong documentation and basic email/written English.

Responsibilities

• Troubleshoot Windows desktops and laptops.
• Handle incidents via ServiceNow and escalate as needed.
• Install and configure workstations and software.
• Manage asset inventory of devices and peripherals.
• Prepare end-of-shift handovers and incident reports.
• Provide on-site technical support and remote assistance when required.

Skills

Windows troubleshooting

Incident management

ServiceNow

Asset inventory

OS installation

Hardware basics

English communication

Remote support

Tools

ServiceNow

Job description

Position: Desktop Support Engineer

Location: Weikfield IT Park, Viman Nagar, Pune

100% onsite

OBJECTIVE OF ROLE

A Desktop Support Specialist is someone who provides technical assistance for computer hardware, software, and network issues, including installation, troubleshooting, and maintenance . Key responsibilities include responding to user support requests, diagnosing and resolving technical problems for end-users both on-site and remotely, setting up workstations, performing hardware and software upgrades, and documenting support procedures.

• Windows Desktop/Laptop troubleshooting and navigation of system
• Monitor and respond effectively under incident management tasks:
• Ticket Handling (Service Now)
• Incident analysis and initial troubleshooting
• Incident isolation and proper escalation
• Service request provisioning and proper escalation
• SLA management (response time and resolution time under agreed customer SLA)
• Proper asset handling and management
• Asset inventory of desktop/laptop items
• Asset inventory of all consumables and peripheral items
• Proper basic business e-mail writing & oral communication in English
• Application installation, configuration changes, Windows patch updates, other utilities and common software handling
• Basic documentation skills to properly document:
• Internal procedures and SOP
• Incident notification (e-mail)
• End of shift reports (handover reporting)
• Install, test and configure new workstations, peripheral equipment and/or software
• Workstation deployment, movement, modification
• Basic activity tracking and reporting (deployments, installations, assessment and checking of systems)
• Operating system (OS) installation and/or modification (upgrade/downgrade)
• Basic computer hardware knowledge (parts, compatibility & build)

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.