Sr Deskside Support Engineer

Mindteck; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Mindteck Mumbai is seeking experienced Senior Deskside Support Engineers to deliver hands-on IT support for end-user devices, software, and infrastructure in a multinational environment. You will troubleshoot, mentor juniors, follow ITIL processes, and support PCs, networks, and IT projects while ensuring timely resolutions within SLAs.

Join a dynamic team and collaborate with regional/global IT teams to drive continuous service improvement and maintain high customer satisfaction in a

Qualifications

• Diploma or equivalent qualification in IT or related field.
• 5+ years deskside/desktop support or end-user IT support.
• Strong knowledge of Windows, Office, PC hardware, mobile devices, peripherals.
• Working knowledge of ITIL incident, change, and configuration management.
• Understanding of servers, storage, switches, routers, and patching.
• Ability to supervise and guide junior engineers.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and communication skills.
• Proficient in English and local language.
• Ability to prioritize, work independently and within a team.

Responsibilities

• Provide deskside and technical support for desktops, laptops, mobile devices, printers, AV equipment, and other peripherals.
• Install, configure, maintain, and troubleshoot Windows and Office on end-user devices.
• Diagnose and resolve hardware, software, connectivity, and infrastructure issues.
• Manage incidents, service requests, changes, and configuration records per ITIL.
• Provide basic support for network and infrastructure technologies with guidance from specialists.
• Act as escalation point for complex issues and mentor junior engineers.
• Support end-user technology rollouts and infrastructure projects.
• Identify recurring issues and opportunities for process improvement.
• Maintain accurate technical documentation and timely resolution per SLAs.
• Collaborate with regional and global IT teams.

Skills

Windows

Microsoft Office

PC hardware

Mobile devices

Peripherals

ITIL

Networking

Servers

Storage

Switches

Routers

Patching

Troubleshooting

Customer service

Communication skills

Teamwork

English

Local language

Education

Diploma in IT

Job description

Position Summary

We are seeking experienced Senior Deskside Support Engineers to provide technical support for end-user devices, office equipment, and IT infrastructure. The successful candidates will troubleshoot hardware and software issues, ensure compliance with ITIL processes, and deliver high-quality customer service. They will also guide junior engineers, support infrastructure projects, and contribute to continuous service improvement.

Key Responsibilities

• Provide deskside and technical support for desktops, laptops, mobile devices, printers, AV equipment, and other peripherals.
• Install, configure, maintain, and troubleshoot Microsoft Windows, Microsoft Office applications, and end-user devices.
• Diagnose and resolve hardware, software, connectivity, and infrastructure-related issues.
• Manage incidents, service requests, changes, and configuration records in accordance with ITIL processes and organisational policies.
• Provide basic support for network and infrastructure technologies, including servers, storage, switches, routers, and cabling, with guidance from specialist teams.
• Act as an escalation point for complex technical issues and provide guidance to junior engineers.
• Support end-user technology rollouts, infrastructure projects, and other IT initiatives.
• Identify recurring issues, potential risks, and opportunities for process improvement, escalating them to management as required.
• Maintain accurate technical documentation and ensure timely resolution of issues in line with agreed SLAs.
• Collaborate with regional and global IT teams in a multinational environment.

Required Skills & Qualifications

• Diploma or equivalent professional qualification in Information Technology or a related discipline.
• Minimum 5+ years of experience in deskside support, desktop support, or end-user IT support.
• Strong knowledge of Microsoft Windows, Microsoft Office, PC hardware, mobile devices, and peripherals.
• Working knowledge of ITIL principles, particularly incident, change, and configuration management.
• Good understanding of network and infrastructure technologies, including servers, storage, switches, routers, and patching.
• Ability to supervise and guide junior engineers and handle escalated technical issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency in English and the relevant local language, both written and verbal.
• Ability to prioritise tasks, work independently, and collaborate effectively within a team.

Preferred Experience

• Experience working in a large-scale multinational organisation.
• Familiarity with IT service management tools and SLA-driven support environments.
• Experience supporting end-user computing and infrastructure projects.

Ideal Candidate

The ideal candidate is customer-focused, technically competent, and proactive in resolving IT issues. They should demonstrate strong ownership, effective communication, and the ability to guide junior engineers while maintaining high service standards in a structured ITIL-driven environment.