Role Purpose

Provide first-level IT support to ensure smooth functioning of end-user devices, applications, and network connectivity while maintaining high service standards and minimizing business downtime.

Key Responsibilities

- Provide first-level technical support for desktops, laptops, printers, handheld devices, and peripherals.
- Troubleshoot hardware, software, operating system, network, and application-related issues.
- Manage and resolve IT support tickets within defined SLA timelines.
- Install, configure, and maintain Windows OS, business applications, and user devices.
- Support user account management, password resets, and onboarding/offboarding activities.
- Perform routine system maintenance, software updates, and antivirus checks.
- Escalate unresolved issues to L2/L3 support teams with proper documentation.
- Maintain IT asset inventory, documentation, and ensure compliance with IT policies.

Daily Activities

- Respond to IT support tickets and user requests.
- Resolve hardware, software, and connectivity issues.
- Install and update applications and operating systems.
- Monitor system health and perform preventive maintenance.
- Update ticket status, asset records,



and technical documentation.
- Coordinate with users and higher support teams for timely issue resolution.

Educational Qualification

- Diploma/Bachelor's Degree in Computer Science, Information Technology, or a related field.

Experience

- 13 years of experience in Desktop Support, IT Helpdesk, or Technical Support.

Technical Skills

- Windows 10/11, Microsoft Office 365
- Desktop, Laptop & Printer Support
- Barcode/RFID Scanners & Label Printers
- LAN, Wi-Fi, VPN & Basic Networking
- Active Directory (Basic), Remote Support Tools
- ITSM/Ticketing Systems
- IT Asset Management
- WMS (preferred)

Essential Soft Skills

- Customer-focused approach
- Solid problem-solving and analytical skills
- Effective communication
- Time management and prioritization
- Teamwork and accountability
- Attention to detail

Preferred Skills

- ITIL Foundation or Microsoft Certification
- Basic knowledge of Active Directory and Office 365 Administration
- Experience in Warehouse/Logistics IT Support
- Knowledge of IT Asset Lifecycle and Information Security

📌 Desktop Support Engineer 1 (Maharashtra)
🏢 20Cube Logistics
📍 Maharashtra