Senior Desktop Support Engineer

Thoughtsol Infotech; New Delhi; On-site; INR 300,000 - 540,000; Full time

Job summary

Thoughtsol Infotech in Delhi seeks an IT Helpdesk Specialist to provide L1/L2 desktop and device support, install and maintain Windows OS, and resolve hardware, software, and network issues.

You will manage incidents using ticketing tools, handle Exchange/Outlook configurations, and assist with onboarding/offboarding while coordinating with teams and vendors to keep IT services running smoothly.

Qualifications

• Bachelor's degree in computer science, IT, or related field.
• Strong knowledge of Windows OS and basic networking.
• Experience with ticketing tools (ServiceNow/Remedy/Jira).
• MS Office/Office 365 and Outlook configuration.
• Active Directory user administration.
• Good troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused mindset.

Responsibilities

• Provide L1/L2 desktop, laptop, printers, and peripheral device support.
• Install, configure, and maintain Windows OS and standard applications.
• Diagnose and resolve hardware, software, and network-related issues.
• Manage incidents and service requests using ticketing tools.
• Ensure timely resolution of tickets as per defined SLAs.
• Perform user account management (Active Directory, password resets, access requests).
• Support email systems (Outlook, Office 365).
• Handle IT asset management and system inventory.
• Assist with onboarding/offboarding of employees.
• Coordinate with internal teams and vendors for issue resolution.

Skills

Windows OS

Networking basics

Ticketing tools

Office 365

Active Directory

Troubleshooting

Communication

Customer focus

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Remedy

Jira

Job description

Role & responsibilities

• Provide L1/L2 technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and maintain Windows OS and standard applications.
• Diagnose and resolve hardware, software, and network-related issues.
• Manage incidents and service requests using ticketing tools.
• Ensure timely resolution of tickets as per defined SLAs.
• Perform user account management (Active Directory, password resets, access requests).
• Support email systems (Outlook, Office 365).
• Handle IT asset management and system inventory.
• Assist with onboarding/offboarding of employees.
• Coordinate with internal teams and vendors for issue resolution.

Required Skills

• Strong knowledge of Windows OS (Windows 10/11) and basic networking (LAN/WAN, DNS, DHCP).
• Experience working with ticketing tools (ServiceNow/Remedy/Jira, etc.).
• Hands-on experience with MS Office, Office 365, Outlook configuration.
• Basic understanding of Active Directory and user administration.
• Good troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused mindset.

Preferred candidate profile

• Knowledge of remote support tools (TeamViewer, Remote Desktop).
• Familiarity with ITIL processes.
• Basic scripting knowledge (Video Conferencing, Zoom, Team Meeting).

Education

Bachelors degree in computer science, IT, or related field (or equivalent experience).

Soft Skills

• Strong communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Team player with proactive attitude.