Desktop Engineer – Job Responsibilities

- Provide comprehensive IT technical support to end users through phone calls, emails, ticketing systems, and chat-based support tools.
- Deliver both onsite (desk-side) and remote technical assistance to troubleshoot and resolve user issues efficiently.
- Diagnose and resolve technical issues related to Windows operating systems, Microsoft Outlook, Office applications, system performance, software installation, and desktop-related problems.
- Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and other IT peripherals.
- Manage and support user accounts, password resets, group memberships, and access permissions using Active Directory.
- Perform basic network troubleshooting, including issues related to DNS, DHCP, IP configuration, connectivity, LAN/Wi-Fi, and network access.
- Troubleshoot hardware-related problems and perform system assembly, disassembly, component replacement, and basic hardware upgrades when required.
- Install and configure operating systems, drivers, applications, security software, and required system updates.
- Create, update, prioritize, and close incidents and service requests using IT ticketing systems,



ensuring issues are resolved within defined SLAs.
- Escalate complex technical issues to the appropriate L2/L3 support teams, network teams, application teams, or vendors and follow up until resolution.
- Coordinate effectively with end users, internal IT teams, and third-party vendors to ensure smooth resolution of technical issues.
- Maintain proper documentation of incidents, troubleshooting steps, resolutions, asset information, and user interactions.
- Assist with IT asset management, including tracking desktops, laptops, peripherals, and other IT equipment.
- Monitor and respond to customer satisfaction feedback, identify recurring issues, and take appropriate action to improve the overall user support experience.
- Follow organizational IT policies, security procedures, and standard troubleshooting processes while providing technical support.
- Ensure timely communication with users regarding the status, progress, and resolution of reported incidents and service requests.

Pay: ₹20,000.00 - ₹33,000.00 per month

Perks

- Health insurance

Work Location: In person

📌 Desktop Support Engineer (Gurugram)
🏢 Progressive Infotech
📍 Gurugram