Desktop Support Engineer

Role: Desktop Support Engineer (L1)

About the Role

We are seeking an experienced Desktop Support Engineer L1 to provide first-level technical support to end users. The successful candidate will be responsible for troubleshooting hardware, software, network, and IT-related issues, ensuring smooth day-to-day operations and delivering excellent customer service.

Key Responsibilities

• Provide comprehensive first-level technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and troubleshoot Windows operating systems (Win 10/11) and standard software applications like MS Office.
• Respond promptly to IT support requests via ticketing systems, email, phone, or walk-ins at our Noida/Gurgaon offices.
• Diagnose and resolve complex hardware, software, and network connectivity issues efficiently.
• Configure and manage Microsoft Outlook, Office 365, Teams, Zoom, and other essential business applications to ensure seamless collaboration.
• Assist users with critical tasks including password resets, account unlocks, Active Directory management, and group policy enforcement.
• Install, update, and maintain antivirus software (e.g., ESET/Kaspersky) and apply security patches promptly.
• Spearhead onboarding and offboarding activities, ensuring proper system setup, asset allocation, and data sanitization for departing employees.
• Maintain accurate IT asset inventory documentation using tools like ServiceNow or equivalent platforms.
• Escalate unresolved or critical issues to Level 2/3 support teams immediately as required by SLAs.
• Strictly adhere to company IT policies, security protocols, and service level agreements (SLAs).