Desktop Support Engineer 2

Inspirisys; New Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Inspirisys in Delhi is seeking an experienced End-User Support specialist to promptly respond to IT incidents and service requests across locations. The role covers desktop troubleshooting, asset management, VIP user support, and incident logging with clear communication on status and updates.

You will escalate unresolved issues to Level 2 or OEM/partners and assist in projects while adhering to IT policies and安全 standards.

Qualifications

• Experience delivering advanced desktop support to end-users.
• Ability to follow IT policies and collaborate with HR/HSSE teams.
• Strong communication and presentation skills for non-technical users.

Responsibilities

• Provide advanced desktop support for end-users including troubleshooting hardware, software, and network issues.
• Install, configure, and maintain desktop systems, applications, and peripheral equipment.
• Manage and resolve escalated tickets from Level 1 support.
• Coordinate with other IT teams to ensure IT infrastructure stability and efficiency.
• Document and record all support activities through the ticketing system.
• Conduct regular system checks and maintenance to ensure optimal performance.
• Assist in software deployment and updates.
• Provide technical guidance and training to junior support staff.

Skills

End-user support

Asset management

VIP support

Incident logging

Escalation

IT policy compliance

Communication

Training juniors

Tools

ITSM tool

Asset management tool

Job description

End-User Support: Respond promptly to IT-related incidents and service requests from employees across all company locations. This includes troubleshooting hardware, peripherals, AV equipment, OS, software, and applications.

Asset Management: Maintain accurate inventory records within the Asset Management tool, ensuring data is up-to-date and following established processes.

VIP Support: Provide exceptional support for high-priority or VIP users, aiming for high customer satisfaction.

Incident Logging & Communication: Log all incidents and requests in the ITSM tool, and keep users informed about the status, outages, or updates.

Escalation & Follow-up: Escalate unresolved issues to Level 2 support or OEM/partners, and actively follow up for resolution.

Support for Projects & Infrastructure: Assist L2 teams or support partners with new projects or troubleshooting existing infrastructure.

Policy & Standards Compliance: Follow company IT policies, standards, and guidelines, along with HR, HSSE, and other organizational policies.

Security Compliance: Ensuring systems are secure and adhering to the companys security policies is another key responsibility. They may have to install antivirus software, monitor for breaches, and educate users on safe practices.

Communication & Presentation: excellent communication and presentation skills to effectively interact with users, troubleshoot issues, and collaborate with other teams. This includes being able to clearly explain technical information to non-technical users, actively listen to user concerns, and present solutions in a concise and understandable manner.

Responsibilities

• Provide advanced desktop support for end-users including troubleshooting hardware, software, and network issues.
• Install, configure, and maintain desktop systems, applications, and peripheral equipment.
• Manage and resolve escalated tickets from Level 1 support.
• Coordinate with other IT teams to ensure the stability and efficiency of IT infrastructure.
• Document and record all support activities through the ticketing system.
• Conduct regular system checks and maintenance to ensure optimal performance.
• Assist in software deployment and updates.
• Provide technical guidance and training to junior support staff.