Job Summary

Provide first-level remote IT support to users by handling phone calls, emails, voicemails, and chat requests. Diagnose technical issues, troubleshoot remotely, and guide non-technical users through step-by-step solutions.

Roles & Responsibilities

- Provide remote technical support for computers, laptops, printers, scanners, mobile devices, and software.
- Diagnose and resolve hardware, software, connectivity, and Microsoft 365 issues.
- Log, prioritize, track, and update incidents using an IT ticketing system.
- Perform basic Active Directory tasks, including password resets, account unlocks, and access updates.
- Document troubleshooting steps and resolutions accurately.
- Escalate complex or unresolved issues to appropriate engineering teams.
- Provide clear, professional, and patient guidance to non-technical users.




- Manage multiple support requests while meeting service-level expectations.
- Work independently while effectively managing assigned support requests.

Required Skills & Experience

- Minimum 3 years of experience in Desktop Support, IT Helpdesk, or Technical Support.
- Basic knowledge of Windows, Microsoft 365, Active Directory, and remote support tools.
- Solid troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills in English.
- Ability to explain technical solutions clearly to non-technical users.
- Strong patience, empathy, time management, and customer-service skills.

📌 Desktop Support Engineer (Hyderabad)
🏢 Friesian Technologies
📍 Hyderabad