Role & responsibilities :

- Provide onsite desktop support to end-users, ensuring smooth functioning of IT systems and minimal downtime.

- Deliver hands-on (touch) and remote (eyes-on) support in coordination with central IT teams and external vendors.

- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.

- Handle hardware and software issues, including OS installations, upgrades, and patching.

- Manage and resolve incidents through the ITSM ticketing system, ensuring timely updates and closures as per SLAs.

- Provide first-level diagnosis and resolution for technical issues; escalate critical (Severity 1) incidents to L3 support teams when required.

- Ensure system performance, security, and compliance standards are maintained.

- Support users during peak periods or high-demand situations, ensuring uninterrupted IT services.

- Offer basic user training and guidance on current hardware, software, and best practices.

- Coordinate with vendors for asset management, repairs, and replacements.

- Maintain proper documentation of issues, solutions, and system configurations.

- Ensure quick response and resolution to minimize business disruption and maintain operational continuity.

📌 Desktop Support Engineer (Client : Jio Platform Limited) JPL (Mumbai)
🏢 Communications Test Design
📍 Mumbai