Desktop Support Specialist

SISL Global; Solan; On-site; INR 360,000 - 540,000; Full time

Job summary

SISL Global seeks an experienced Desktop Support Technician in Solan, Himachal Pradesh to handle second-level hardware, software, and peripheral issues, and to diagnose escalated L1 tickets. The role installs, configures, and maintains operating systems, software applications, and updates, and performs root cause analysis to prevent recurrence.

It also assists with network issues and collaborates with IT on projects while tracking resolutions.

Qualifications

• Associate's or bachelor’s degree in IT or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support

Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from the L1 support team.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi‑Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction

Skills

Technical support

Windows & Mac

Active Directory

Remote desktop tools

Networking basics

Microsoft Office

Problem solving

Communication skills

Teamwork

Education

Associate's or Bachelor's degree in IT or related field

IT certifications (CompTIA A+, Network+)

Tools

Ticketing system

Job description

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.


• Diagnose and resolve advanced technical issues escalated from the L1 support team.


• Install, configure, and maintain operating systems, software applications, and system updates.


• Perform root cause analysis to identify recurring technical problems and develop solutions.


• Excellent in troubleshooting break/fix issues of windows and mac computers


• Assist with network connectivity issues, including LAN/WAN, Wi‑Fi, and VPN.


• Collaborate with IT team members on projects, upgrades, and implementations.


• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.


• Provide remote support and troubleshooting for users working from home or in the field.


• Train and mentor junior support technicians as needed.


• Ensure compliance with IT policies, security protocols, and best practices.


• Perform routine maintenance and inspections to ensure optimal performance of equipment


• Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.


• 2-4 years of experience in a desktop support or similar role.


• Strong knowledge of Windows and Mac operating systems.


• Proficiency with Microsoft Office Suite and other common software applications.


• Experience with Active Directory, group policies, and user account management.


• Familiarity with remote desktop tools and support software.


• Excellent problem-solving and analytical skills.


• Strong communication and interpersonal skills.


• Ability to work independently and as part of a team.


• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support