Key Responsibilities:
- Serve as the first point of contact for onsite IT support within the Hyderabad location.
- Address and resolve hardware issues on end-user devices (laptops, desktops, monitors, docking stations, etc.).
- Provide hands-on support for users operating in a Virtual Desktop Infrastructure (VDI) setup.
- Install, troubleshoot, and maintain locked-down laptops with standardized build images.
- Handle local site-level IT support tickets assigned from the central Service Desk.
- Perform Layer-1 network troubleshooting, such as cable testing, patching, and basic connectivity checks.
- Escalate unresolved issues to L2/L3 support as needed while ensuring proper documentation.
- Follow established ITIL processes and ensure timely ticket closure.
- Maintain IT asset inventory and assist in device handover, replacement, and recovery processes.
- Ensure compliance with IT policies, security guidelines, and user access controls.
- Coordinate with third-party vendors such as Internet Service Providers (ISP), AV partners,



and hardware OEMs for resolution of escalated issues or service delivery.
- Work in rotational shifts to provide extended support coverage.

Required Skills and Qualifications:
- Diploma , any Degree in Computer Science or related field.
- 1–2 years of experience in an IT support or desktop support role.
- Basic understanding of VDI environments (e.g., Citrix, VMware Horizon, Azure Virtual Desktop).
- Experience handling locked-down laptops with standard system images, Windows Desktop and Office 365.
- Familiarity with IT ticketing systems (e.g., ServiceNow, BMC Remedy, etc.).
- Good knowledge of Layer-1 networking fundamentals (LAN cabling, patch panels, etc.).
- Ability to troubleshoot hardware and basic software issues independently.
- Excellent communication and customer service skills.

Preferred Certifications (Optional):
- CompTIA A+
- ITIL Foundation

Microsoft 365 Certified: Up-to-date Desktop Administrator Associate

📌 Desktop Support Engineer (Hyderabad)
🏢 Velocis
📍 Hyderabad