Key Responsibilities
- Lead and manage the desktop support/helpdesk team.
- Provide L2/L3 technical support for Windows desktops, laptops, printers, peripherals, and mobile devices.
- Troubleshoot hardware, software, network, VPN, Microsoft 365, Active Directory, and endpoint issues.
- Manage user accounts, permissions, group policies, and device configurations.
- Monitor and maintain IT assets, inventory, and endpoint compliance.
- Handle escalations and ensure incidents/requests meet SLA targets.
- Coordinate with infrastructure, network, security, and application teams.
- Create and maintain SOPs, knowledge-base articles, and technical documentation.
- Track team performance, ticket volumes, SLA/KPI compliance, and recurring issues.
- Support IT audits, security policies, patching, antivirus/EDR, and endpoint management.
- Train and mentor desktop support engineers.
- Participate in IT projects, migrations, upgrades, and rollout activities.





Required Skills
- Windows 10/11 administration and troubleshooting
- Active Directory, Group Policy, DNS/DHCP basics
- Microsoft 365 / Office 365
- SCCM/Intune or other endpoint-management tools
- ITSM/ticketing tools such as ServiceNow
- Hardware and peripheral troubleshooting
- Networking fundamentals: TCP/IP, LAN, Wi-Fi, VPN
- ITIL and incident/problem management
- Robust leadership, communication, and customer-service skills

Preferred Certifications
- ITIL Foundation
- Microsoft certifications
- CompTIA A+/Network+
- Relevant endpoint-management certifications

KPIs
- SLA compliance
- First-call/first-contact resolution
- Ticket backlog and resolution time
- User satisfaction
- Endpoint compliance
- Team productivity and escalation rate

📌 Associate Engineer (Chennai)
🏢 3i Infotech
📍 Chennai