Desktop Support Engineer 2

Progressive Techserve; Gurugram District; On-site; INR 380,000 - 540,000; Full time

Job summary

Progressive Techserve in Gurugram is hiring a Desktop Engineer to deliver on-site and remote IT support. The role covers Windows OS, Outlook, Office, and desktop hardware, with responsibilities spanning installation, configuration, and troubleshooting of desktops, laptops, printers, and peripherals.

You will manage user accounts via Active Directory, perform basic network checks (DNS, DHCP, LAN/Wi‑Fi), and document resolutions for SLA compliance.

Qualifications

• Experience providing IT technical support to end users.
• Proficient in Windows OS and Office apps.
• Familiar with ticketing systems and incident tracking.
• Able to deliver on-site and remote IT support.

Responsibilities

• Provide comprehensive IT technical support to end users via phone, email, tickets, and chat.
• Deliver onsite (desk-side) and remote technical assistance to resolve issues.
• Diagnose and resolve Windows OS, Outlook, Office, and desktop performance issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, and peripherals.
• Manage user accounts, password resets, and access with Active Directory.
• Perform basic network troubleshooting including DNS, DHCP, and LAN/Wi‑Fi.
• Troubleshoot hardware problems and perform basic hardware upgrades as needed.
• Create and close incidents using IT ticketing systems within SLAs.
• Escalate complex issues to L2/L3, network, application teams, or vendors.

Skills

IT support

Troubleshooting

Desktop hardware

Customer service

Tools

Active Directory

DNS

DHCP

LAN/Wi-Fi

Job description

Role & responsibilities

Desktop Engineer Job 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.