Verified Job
IT / Software / Data Analyst
Desktop Support Engineer L2+
IT / Software / Data Analyst
#636496
Remote / WFH
Job Description
Bachelor's degree in Computer Science or B.tech with 4-5 yrs exp. in similar field.
Support Engineers (Server & End User Computing)
Technical Expertise:
Provide hardware support for desktops, laptops, printers, scanners, and other end-user computing devices.
Troubleshoot and resolve issues related to desktop operating systems, such as Windows (Windows 10/11), macOS, and Linux distributions.
Assist users with installation, configuration, and troubleshooting of standard software applications, including office suites, email clients, web browsers, and productivity tools.
Support mobile devices (smartphones, tablets) including setup, configuration, and troubleshooting of email, applications, and connectivity.
End-User Support:
Respond to end-user requests and incidents related to hardware, software, networking, and peripheral devices, ensuring timely resolution within defined SLAs.
Provide basic training and guidance to end-users on utilizing software applications, following IT policies, and best practices for data security.
Assist with user account provisioning, password resets, access permissions, and profile configurations based on IT policies and security guidelines.
Perform routine maintenance tasks such as hardware upgrades, component replacements (RAM, hard drives), and system optimizations to ensure optimal performance.
Manage and troubleshoot peripherals such as printers, scanners, monitors, and external storage devices, addressing connectivity issues and driver installations.
Maintain an inventory of end-user computing assets, track hardware/software licenses, and coordinate procurement and disposal activities as per IT asset management policies.
Diagnose and resolve network connectivity issues for end-user devices, including wired and wireless connections, VPN setups, and proxy configurations.
Assist with remote access technologies (e.g., VPN, Remote Desktop Services) for users working from offsite locations or during telecommuting.
Ensure endpoint security measures are implemented and maintained, including antivirus software updates, firewall configurations, and malware remediation.
Educate users on data protection practices, backup procedures, and adherence to security policies regarding sensitive information handling and data encryption.
Conduct compliance checks on end-user devices to ensure software licenses are valid, security patches are up to date, and systems comply with regulatory requirements.
Performs general preventative maintenance tasks on computers, laptops, Printers, and any other authorized peripheral equipment.
Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment.
Performs work in compliance with specified warranty requirements.
Documentation and Reporting:
Document all incidents, service requests, and resolutions in a ticketing system, ensuring accurate and detailed records for future reference and reporting.
Maintain knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs) for common issues and resolutions.
Generate and analyze reports on service desk metrics, incident trends, resolution times, and user satisfaction levels to identify areas for improvement and management reporting.
Collaborate with other support teams, system administrators, network engineers, and other IT stakeholders to escalate and resolve complex issues and ensure seamless service delivery.
Communicate effectively with end-users, providing clear instructions, status updates, and follow-ups on their support requests to ensure a positive user experience.
Coordinate with third-party vendors and service providers for warranty repairs, hardware replacements, software licensing, and technical support escalations.
Job Type: Full-time
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
Support Engineers (Server & End User Computing)
Technical Expertise:
Provide hardware support for desktops, laptops, printers, scanners, and other end-user computing devices.
Troubleshoot and resolve issues related to desktop operating systems, such as Windows (Windows 10/11), macOS, and Linux distributions.
Assist users with installation, configuration, and troubleshooting of standard software applications, including office suites, email clients, web browsers, and productivity tools.
Support mobile devices (smartphones, tablets) including setup, configuration, and troubleshooting of email, applications, and connectivity.
End-User Support:
Respond to end-user requests and incidents related to hardware, software, networking, and peripheral devices, ensuring timely resolution within defined SLAs.
Provide basic training and guidance to end-users on utilizing software applications, following IT policies, and best practices for data security.
Assist with user account provisioning, password resets, access permissions, and profile configurations based on IT policies and security guidelines.
Perform routine maintenance tasks such as hardware upgrades, component replacements (RAM, hard drives), and system optimizations to ensure optimal performance.
Manage and troubleshoot peripherals such as printers, scanners, monitors, and external storage devices, addressing connectivity issues and driver installations.
Maintain an inventory of end-user computing assets, track hardware/software licenses, and coordinate procurement and disposal activities as per IT asset management policies.
Diagnose and resolve network connectivity issues for end-user devices, including wired and wireless connections, VPN setups, and proxy configurations.
Assist with remote access technologies (e.g., VPN, Remote Desktop Services) for users working from offsite locations or during telecommuting.
Ensure endpoint security measures are implemented and maintained, including antivirus software updates, firewall configurations, and malware remediation.
Educate users on data protection practices, backup procedures, and adherence to security policies regarding sensitive information handling and data encryption.
Conduct compliance checks on end-user devices to ensure software licenses are valid, security patches are up to date, and systems comply with regulatory requirements.
Performs general preventative maintenance tasks on computers, laptops, Printers, and any other authorized peripheral equipment.
Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment.
Performs work in compliance with specified warranty requirements.
Documentation and Reporting:
Document all incidents, service requests, and resolutions in a ticketing system, ensuring accurate and detailed records for future reference and reporting.
Maintain knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs) for common issues and resolutions.
Generate and analyze reports on service desk metrics, incident trends, resolution times, and user satisfaction levels to identify areas for improvement and management reporting.
Collaborate with other support teams, system administrators, network engineers, and other IT stakeholders to escalate and resolve complex issues and ensure seamless service delivery.
Communicate effectively with end-users, providing clear instructions, status updates, and follow-ups on their support requests to ensure a positive user experience.
Coordinate with third-party vendors and service providers for warranty repairs, hardware replacements, software licensing, and technical support escalations.
Job Type: Full-time
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
