Desktop Support Engineer

Progressive Techserve; Thiruvananthapuram; On-site; INR 250,000 - 450,000; Full time

Job summary

Progressive Techserve in Kerala, India, is seeking an experienced IT support specialist to provide comprehensive end-user assistance. You will troubleshoot Windows, Outlook, Office apps, and hardware, while delivering onsite and remote support to keep business operations running smoothly.

The role requires strong communication, ticketing proficiency, and basic network troubleshooting. You will document all incidents, collaborate with IT teams, and ensure service levels are met.

Qualifications

• Experience providing IT technical support to end users.
• Proficiency with Windows OS, Outlook, and Office apps.
• Hands-on desktop hardware troubleshooting and upgrades.
• Familiarity with Active Directory and user management.
• Knowledge of DNS/DHCP/IP networking basics.

Responsibilities

• Provide IT technical support to end users via calls, emails, ticketing systems, and chat-based tools.
• Deliver onsite and remote troubleshooting to resolve issues promptly.
• Diagnose Windows OS, Outlook, Office apps, and related problems.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Manage user accounts and access via Active Directory.
• Perform basic network troubleshooting (DNS, DHCP, IP, LAN/Wi‑Fi).
• Escalate complex issues to L2/L3 teams and vendors as needed.
• Document incidents and resolutions in IT ticketing systems.

Skills

IT support

Desk-side support

Remote support

Windows OS

MS Outlook

Active Directory

Network troubleshooting

Hardware upgrades

Tools

IT ticketing systems

Remote tools

Job description

Role & responsibilities

• Provide comprehensive IT technical supportto end users through phone calls, emails, ticketing systems, and chat-based support tools.
• Deliver both onsite (desk-side) and remote technical assistanceto troubleshoot and resolve user issues efficiently.
• Diagnose and resolve technical issues related to Windows operating systems, Microsoft Outlook, Office applications, system performance, software installation, and desktop-related problems.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and other IT peripherals.
• Manage and support user accounts, password resets, group memberships, and access permissionsusing Active Directory.
• Perform basic network troubleshooting, including issues related to DNS, DHCP, IP configuration, connectivity, LAN/Wi-Fi, and network access.
• Troubleshoot hardware-related problems and perform system assembly, disassembly, component replacement, and basic hardware upgradeswhen required.
• Install and configure operating systems, drivers, applications, security software, and required system updates.
• Create, update, prioritize, and close incidents and service requests using IT ticketing systems, ensuring issues are resolved within defined SLAs.
• Escalate complex technical issues to the appropriate L2/L3 support teams, network teams, application teams, or vendorsand follow up until resolution.
• Coordinate effectively with end users, internal IT teams, and third-party vendors to ensure smooth resolution of technical issues.
• Maintain proper documentation of incidents, troubleshooting steps, resolutions, asset information, and user interactions.
• Assist with IT asset management, including tracking desktops, laptops, peripherals, and other IT equipment.
• Monitor and respond to customer satisfaction feedback, identify recurring issues, and take appropriate action to improve the overall user support experience.
• Follow organizational IT policies, security procedures, and standard troubleshooting processeswhile providing technical support.
• Ensure timely communication with users regarding the status, progress, and resolution of reported incidents and service requests.