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 explicit, 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.
Solid patience, empathy, time management, and customer-service skills.

📌 Desktop Support Engineer Hyderabad
🏢 Friesian Technologies
📍 Hyderabad