Senior Desktop Support Engineer (Mumbai,Nashik) L3

Roles & Responsibilities

- Provide advanced technical support for enterprise desktops, laptops, workstations, printers, scanners, docking stations, and other end-user computing devices.
- Possess strong hands-on expertise in desktop and laptop hardware troubleshooting, diagnosis, configuration, repair, replacement, and upgrades.
- Troubleshoot complex hardware issues involving motherboards, processors, RAM, HDD/SSD, SMPS, BIOS/UEFI, display components, batteries, power systems, and peripheral devices.
- Perform hardware installation, system assembly/disassembly, component replacement, preventive maintenance, and hardware lifecycle activities.
- Provide hands-on support for LAN and end-user network connectivity, including Ethernet, network ports, switches, patch panels, IP addressing, DNS, DHCP, TCP/IP, and connectivity troubleshooting.
- Diagnose and resolve complex LAN issues, including intermittent connectivity, IP conflicts, faulty ports, cable-related issues, network slowness, and communication failures.
- Perform basic switch-port troubleshooting and configuration and collaborate with network teams for infrastructure-level issues.
- Manage Windows operating system deployment, configuration, imaging, upgrades, patching, driver installation, and system optimization.
- Troubleshoot complex operating system, application, driver, performance, and endpoint configuration issues.
- Provide technical support for Microsoft 365, Outlook, Teams, antivirus, endpoint security, and other enterprise applications.
- Take ownership of escalated and business-critical incidents through to resolution, ensuring timely communication and effective problem management.
- Perform root-cause analysis for recurring incidents and implement appropriate corrective and preventive actions.
- Lead desktop hardware refresh, migration, deployment, replacement, and technology upgrade initiatives.




- Ensure standardized configuration and deployment of desktop and laptop systems in accordance with organizational IT policies.
- Maintain accurate records of IT assets, hardware inventory, warranties, software installations, and equipment lifecycle status.
- Coordinate with OEMs, vendors, and service providers for hardware repairs, replacements, warranty claims, and technical escalations.
- Collaborate effectively with network, server, security, application, and infrastructure teams to resolve cross-functional technical issues.
- Lead day-to-day desktop support operations and ensure effective allocation and prioritization of technical tasks.
- Guide, mentor, and support desktop engineers, ensuring adherence to technical standards, troubleshooting procedures, and service management practices.
- Review incident tickets, technical resolutions, documentation, and service quality to ensure consistent support standards.
- Develop and maintain SOPs, troubleshooting guides, knowledge articles, and technical documentation for desktop and endpoint support.
- Conduct technical knowledge-sharing sessions and provide guidance on hardware, operating systems, LAN connectivity, and troubleshooting best practices.
- Monitor support performance, identify recurring issues, and recommend improvements to enhance service availability, response time, and user experience.
- Support employee onboarding, offboarding, device allocation, configuration, migration, and replacement activities.
- Ensure endpoint devices comply with organizational security, patching, antivirus, access-control, and configuration standards.
- Maintain comprehensive documentation of incidents, root-cause analysis, hardware replacements, network issues, and technical resolutions.
- Act as a technical point of contact for desktop infrastructure, end-user computing, hardware, and LAN-related support activities.
- Demonstrate strong ownership, problem-solving ability, customer focus, communication skills, and the ability to lead technical support activities in a skilled enterprise environment.

Contact - +91-XXXXXXXXXX

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

- Provident Fund
- Work from home

Work Location: In person

📌 Senior Desktop Support Engineer (Mumbai,Nashik) (India)
🏢 DIMENSION
📍 India