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 settings (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.).
Positive 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