Desktop Support Specialist

Desktop Support Specialist - Gurugram, India

SISL Global is seeking a skilled and experienced Desktop Support Specialist to join our IT team in Gurugram. This permanent role focuses on providing comprehensive second-level technical support for our end-users.

Key Responsibilities:

• Provide second-level technical support for desktop/laptop hardware, software, and peripherals.
• 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 proactive solutions.
• Troubleshoot break/fix issues for both 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 system 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 IT equipment.
• Build and maintain strong relationships with end users, ensuring high levels of user satisfaction.

Qualifications:

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