Field Desktop Support - Chennai/Pune

3i Infotech Limited; Pune District, Chennai; On-site; INR 300,000 - 500,000; Full time

Job summary

3i Infotech Limited is seeking a Field Desktop Support Engineer to provide hands-on IT support during on-call hours in Chennai and Pune. You will troubleshoot desktops, laptops, Windows OS, Office 365, AD accounts, VPN, and network issues while coordinating with IT teams to restore services within agreed timelines.

This role requires 1-2 years of experience and willingness to work nights, weekends, and holidays as needed.

Qualifications

• Diploma or degree in IT, CS, Electronics or related discipline; equivalent relevant experience may be considered.
• Experience in IT helpdesk, desktop or infrastructure support.

Responsibilities

• Respond to support calls, monitoring alerts and incident tickets during on-call shifts.
• Troubleshoot desktops, laptops, Windows operating systems, business applications and network connectivity.
• Provide basic support for Active Directory accounts, password resets, account unlocks, VPN and Microsoft 365.
• Assess incident severity, business impact and urgency; escalate issues to the appropriate technical teams.
• Coordinate with infrastructure, application, network teams and vendors to resolve incidents.
• Keep users and stakeholders informed about incident status and resolution progress.
• Record troubleshooting steps, actions taken and resolutions in the ITSM tool.
• Support approved maintenance activities and perform service availability checks.
• Maintain shift handover notes, escalation contacts, SOPs and knowledge articles.
• Follow access control, information security and change management procedures.

Skills

Windows OS

Microsoft 365

Active Directory

Remote support tools

TCP/IP basics

DNS/DHCP

LAN/WAN

VPN troubleshooting

Ticketing tools

On-call support

Communication

Education

Diploma/Degree in IT/CS/Electronics

Tools

ServiceNow

ManageEngine

ITSM tools

Job description

Job Description :- Field Desktop Support Engineer

Location: Chennai Pune
Experience: 1-2 years
Work Schedule: On-call rotation, including nights, weekends and holidays as required.

Two wheeler mandatory

Role Overview

Provide IT support during assigned on-call hours, respond to critical incidents and coordinate with technical teams to restore services within agreed timelines.

Key Responsibilities

• Respond to support calls, monitoring alerts and incident tickets during assigned on-call shifts.
• Troubleshoot issues related to desktops, laptops, Windows operating systems, business applications and network connectivity.
• Provide basic support for Active Directory accounts, password resets, account unlocks, VPN and Microsoft 365.
• Assess incident severity, business impact and urgency; **escalate** issues to the appropriate technical teams.
• Coordinate with infrastructure, application, network teams and vendors to resolve incidents.
• Keep users and stakeholders informed about incident status and resolution progress.
• Record troubleshooting steps, actions taken and resolutions in the ITSM tool.
• Support approved maintenance activities and perform service availability checks.
• Maintain shift handover notes, escalation contacts, SOPs and knowledge articles.
• Follow access control, information security and change management procedures.

Required Skills

• Experience in IT helpdesk, desktop support or infrastructure support.
• Working knowledge of Windows, Microsoft 365, Active Directory and remote support tools.
• Basic understanding of TCP/IP, DNS, DHCP, LAN/WAN and VPN troubleshooting.
• Familiarity with ticketing tools such as ServiceNow, ManageEngine or an equivalent.
• Understanding of incident priorities, SLAs and escalation procedures.
• Strong troubleshooting, communication and coordination skills.
• Ability to work independently and remain available during assigned on-call hours.

Qualification

Diploma or degree in IT, Computer Science, Electronics or a related discipline; equivalent relevant experience may also be considered.

Preferred

• Previous experience supporting critical business environments.
• ITIL Foundation, CompTIA A+ or relevant Microsoft certification.
• Availability to attend the Chennai site when an incident requires onsite support.