Deskside Support Engineer- L1

Job Summary:

The Desktop Support Engineer is responsible for providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role involves troubleshooting problems, managing systems, and ensuring that end-user devices operate efficiently. The ideal candidate should have excellent problem-solving skills, communication skills, and a solid understanding of IT systems.

Key Responsibilities:

1. Technical Support:
- Respond to and resolve user-reported technical issues in a timely and effective manner.
- Diagnose and troubleshoot hardware, software, and network connectivity issues.
- Assist in the installation, configuration, and maintenance of desktops, laptops, printers, and other peripheral devices.

- System Management:

- Perform system upgrades, patches, and maintenance activities to ensure optimal performance.
- Manage and update user accounts, passwords, and permissions in accordance with company policies.

- Incident and Problem Management:

- Log and track all incidents and service requests in the ticketing system.
- Escalate unresolved issues to higher-level support teams as necessary.
- Document troubleshooting steps, resolutions, and knowledge base articles.

- Asset Management:

- Maintain an inventory of IT equipment,



including tracking replacements and upgrades.
- Assist in hardware and software procurement and asset lifecycle management.

- Customer Service:

- Communicate effectively with end-users to understand and resolve technical problems.
- Provide training and support to users on new systems, tools, and technologies.

- Security and Compliance:

- Ensure adherence to organizational security policies and practices.
- Identify and report potential security risks.

Qualifications and Skills:

- Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Experience: Minimum 1-3 years in desktop support or a similar role.
- Technical Skills:
- Proficiency in Windows, macOS, and/or Linux operating systems.
- Familiarity with troubleshooting tools and techniques.
- Knowledge of Active Directory, Office 365, and remote desktop tools.
- Basic networking knowledge (TCP/IP, DNS, VPN, etc.).

- Soft Skills:

- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Customer-oriented mindset and problem-solving skills.

Work Environment:

- Primarily office-based, with potential on-site visits to resolve technical issues.
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📌 Desktop Support Engineer (New Delhi)
🏢 Thought-Sol Infotech
📍 New Delhi