Desktop Support Engineer

PYXIDIA TECHLAB; Thane; On-site; INR 420,000 - 640,000; Full time

Job summary

Pyxidia Techlab LLP in Maharashtra, Thane invites a skilled Tech Support Engineer to join our IT solutions team. The role focuses on delivering expert-level technical support for software, hardware, and network systems, while contributing to product improvement through careful analysis and leadership.

The ideal candidate holds a relevant degree, has practical IT experience, and demonstrates clear communication to explain complex concepts to users with varying technical knowledge.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Experience in IT support or technical helpdesk is preferred.
• Strong communication and ability to explain technical concepts.

Responsibilities

• Provide advanced technical support to customers and internal teams.
• Troubleshoot software, hardware, or network issues.
• Document troubleshooting steps for knowledge base.
• Collaborate with development teams to resolve product issues.

Skills

MS Office

Windows Troubleshooting

ITIL

Networking

EDR

DLP

Firewalls

Active Directory

O365 Exchange admin

Intune

VMware

Citrix Workspace

Printer support

Education

Bachelor's degree in CS/IT

Tools

VMware

Citrix Workspace

Microsoft Intune

Office 365 Admin

Firewall configurations

EDR

DLP

Active Directory

Job description

<h3>Company Overview</h3><p>Pyxidia Techlab LLP is a leading IT solutions provider in the None industry. With our expertise in computer hardware, software, systems, and networks, we aim to deliver cutting-edge solutions to our clients.</p><h3>Tech Support Engineer</h3><p>Job Description Technical 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.</p><h3>To Meet The Qualifications Specified</h3><ul><li>Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.</li><li>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.</li><li>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.</li></ul><p>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.</p><h3>Roles And Responsibilities Technical Expertise</h3><p>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.</p><h3>Customer Support</h3><p>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.</p><h3>Documentation and Reporting</h3><p>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.</p><h3>Quality Assurance</h3><p>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.</p><h3>Communication Skills</h3><p>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.</p><h3>Troubleshooting and Problem-Solving</h3><p>Utilize diagnostic tools and resources to analyze technical issues. Develop creative solutions to complex technical problems. Implement temporary workarounds and permanent fixes as necessary.</p><h3>Compliance and Security</h3><p>Ensure compliance with data protection regulations and security best practices. Follow established protocols for handling sensitive customer information.</p><h3>Required Skill Set</h3><p>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, or CMDB.Skills: scanners,flexibility,computer hardware installation,printers,desk top support,computer science,systems,it,account setup,printer support,equipment repair,technical support,troubleshooting,problem solving,computer hardware,training,technology testing,strict deadlines,delegation,software installation,networks,software,attention to detail,testing,prioritization</p>