Desktop Support Engineer responsibilities include:
Addressing user tickets (ITSM) regarding hardware, software, and networking via Remote or Desk visit
Walking users through installing applications and computer peripherals
Asking targeted questions to diagnose problems. Job brief We are looking for a Desktop Support Engineer to provide technical assistance to our Users. You will help install, upgrade, and troubleshoot hardware and software systems. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Responsibilities
Address user tickets regarding hardware, software, and networking
Walk users through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Guide users with easy, step-by-step instructions
Conduct remote troubleshooting.
Co-ordinate with multiple internal IT Teams till issue resolution
Customize desktop applications to meet user needs.
Record technical issues and solutions in logs/tickets and ensure SLA compliance.
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional.
Report customer feedback and potential product requests.
Help create, update & manage technical documentation and manuals.
IT Assets (Hardware & Software) Inventory.
Antivirus, DLP & Patch Management Compliance (Monitoring/Reporting/Ensuring)
Troubleshoot Network (LAN, Wi-Fi & Network Switch/Firewalls (Switch & Firewalls troubleshooting will be under Network teams supervision or guidance) Issues Requirements and skills
Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role for at least 3 years.
Must be familiar with ITIL & ITSM concepts.
Must have handled VIP User Support.
Hands-on experience with Windows/Mac OS settings
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide transparent instructions.
Excellent problem-solving and multitasking skills & Ownership
Customer-oriented attitude
📌 Technical Support Engineer Mumbai (India)
🏢 Micropoint Computers
📍 India
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