Role & responsibilities

Job Summary: The Desktop Support Engineer will be responsible for providing technical assistance and support to end-users for hardware, software, and network-related issues. This role involves troubleshooting, resolving, and escalating technical problems to ensure a high level of customer satisfaction and operational efficiency.

Key Responsibilities

1. Technical Support:

- Provide first-level contact and convey resolutions to user issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to the correct resources.
- Update customer data and produce activity reports.
- Document and manage technical issues in the ticketing system.

1. Troubleshooting:

- Diagnose and resolve hardware and software issues on desktops, laptops, printers, and

other peripherals.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk customers through problem-solving processes.
- Collaborate with the network and system administrators to resolve technical issues.

1. Installation and Configuration:

- Install, configure, and upgrade operating systems and software, using standard business

and administrative packages.
- Install, assemble, and configure computers, monitors, network infrastructure, and

peripherals such as printers, scanners, and related hardware.
- Ensure all installations are done according to company standards and policies.
- Manage and maintain inventory of hardware and software assets.

1. Maintenance and Monitoring:

- Maintain records/logs of repairs and fixes and maintenance schedules.
- Monitor and maintain computer systems and networks.
- Test and implement current technology.




- Perform regular system updates and backups to ensure data integrity and security.

1. User Training and Support:

- Provide accurate information on IT products or services.
- Guide users with simple, step-by-step instructions.
- Conduct brief training sessions for users to ensure they understand basic functions and

new software updates.
- Create and maintain user documentation and FAQs.

Qualifications:
- Education:
- Bachelors degree in Computer Science, Information Technology, or a related field, or

equivalent experience.
- Experience:
- Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar

role.
- Experience with Active Directory and network troubleshooting is a plus.
- Certifications:
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator

Associate, or similar are preferred.
- Skills:
- Excellent problem-solving and multitasking skills.
- Strong knowledge of Microsoft Windows OS and Office Suite.
- Familiarity with remote desktop applications and help desk software.
- Ability to provide step-by-step technical help, both written and verbal.
- Strong customer service orientation.
- Knowledge of Mac OS and Linux is a plus.

Soft Skills:
- Good communication skills.
- Ability to work independently and within a team.
- Strong organizational skills and attention to detail.
- High level of patience and empathy when dealing with users.
- Ability to handle stressful situations and provide calm, professional support.

Working Conditions:
- This role may require working in various shifts to provide support across different time zones.
- Physical ability to lift and move computer equipment as necessary.
- Availability for occasional on-call support outside regular business hours.
- May require travel to different office locations.

📌 Desktop Support Engineer (Pune)
🏢 Team Vertex Cosmos
📍 Pune