Desktop Support / IT Support Engineer (Windows OR Mac)

UST; Dadri; On-site; INR 300,000 - 550,000; Full time

Job summary

UST is seeking a Desktop Support Engineer to provide end-user IT support across laptops, desktops, and mobile devices, with emphasis on Windows environments.

The role involves troubleshooting hardware and OS issues, managing endpoint devices via ServiceNow, and ensuring reliable IT operations through effective incident resolution and documentation. Strong communication and teamwork are essential for mentoring peers and delivering practical solutions.

Qualifications

• Experience troubleshooting hardware and operating system issues on endpoint devices.
• Good telephone, communication, and interpersonal skills.
• Understanding of networking concepts and enterprise IT support practices.
• Ability to prioritize workload, manage multiple tasks, and meet deadlines.
• Strong analytical and problem-solving abilities with attention to detail.

Responsibilities

• Provide end-user Desktop Support for laptops, desktops, mobile devices, and peripherals.
• Troubleshoot and resolve hardware, OS, software, and connectivity issues promptly.
• Install, configure, and support Windows-based endpoint devices and business apps.
• Review, prioritize, and close incidents and service requests in ServiceNow.
• Perform moves, adds, and changes for hardware and software assets.
• Diagnose malfunctions, identify causes, and implement resolutions.
• Coordinate repairs with OEM vendors and external facilities when required.
• Support hardware component installation and replacement on enterprise devices.
• Assist with Windows OS deployment activities, including imaging and provisioning.
• Provide technical support to users via effective communication and service.
• Maintain documentation of incidents, solutions, and activities.
• Mentor teammates in troubleshooting and support tasks.

Skills

Desktop Support

Windows

Education

Degree or coursework in Computer Science, Information Technology, or a related field

Tools

ServiceNow

Microsoft Intune

Active Directory

macOS

Job description

Job Summary

We are seeking a Desktop Support Engineer with strong expertise in

Role Description

We are seeking a Desktop Support Engineer with strong expertise in Desktop Support and working knowledge of Windows environments. The role involves providing end-user support, troubleshooting hardware and operating system issues, managing endpoint devices, resolving ServiceNow tickets, and ensuring smooth IT operations across the organization.

Key Responsibilities

• Provide end-user Desktop Support services for laptops, desktops, mobile devices, and peripheral equipment.
• Troubleshoot and resolve hardware, operating system, software, and connectivity issues in a timely manner.
• Install, configure, and support Windows-based endpoint devices and business applications.
• Review, prioritize, resolve, and close incidents and service requests through the ServiceNow queue.
• Perform moves, adds, and changes for hardware and software assets.
• Diagnose computer malfunctions, identify root causes, and implement appropriate resolutions.
• Coordinate repairs with OEM vendors and external repair facilities when required.
• Support installation and replacement of hardware components and peripherals on enterprise laptops and desktops.
• Assist with Windows operating system deployment activities, including image deployment and endpoint provisioning.
• Provide technical support to users through effective communication and customer service practices.
• Maintain accurate documentation of incidents, solutions, and support activities.
• Mentor and assist team members in troubleshooting and support-related activities.

Required Skills

Proficient

• Desktop Support

Intermediate

• Windows

Qualifications & Experience

• Degree or coursework in Computer Science, Information Technology, or a related field.
• Experience troubleshooting and resolving hardware and operating system issues on endpoint devices.
• Good telephone, communication, and interpersonal skills.
• Understanding of networking concepts and enterprise IT support practices.
• Ability to prioritize workload, manage multiple tasks, and meet deadlines.
• Strong analytical and problem-solving abilities with attention to detail.

Skills & Attributes

• Strong interpersonal and communication skills.
• Customer-focused approach with excellent technical troubleshooting capabilities.
• Ability to rapidly understand complex issues and provide practical solutions.
• Strong organizational and time-management skills.
• Methodical approach with attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Experience mentoring and training colleagues across different competency levels.

Skills

Infrastructure Support, ServiceNow, Microsoft Intune, Windows, Active Directory, Customer Support, macOS