Desktop Support Engineer

Job Summary:

The Laptop & Helpdesk Executive is responsible for providing first-line and second-line IT support to end users, managing laptop/desktop hardware lifecycle (issuance, repair, maintenance), and ensuring smooth day-to-day IT operations across the organization. This role acts as the primary point of contact for all employee IT-related issues, including hardware, software, network connectivity, and access-related requests.

Key Responsibilities:

Helpdesk Support

• Respond to and resolve IT support tickets/calls within defined SLA timelines
• Troubleshoot hardware, software, OS, and application issues for end users (Windows/macOS)
• Provide remote and on-site technical support to employees, including WFH users
• Log, track, and escalate unresolved issues to relevant teams (network, security, application support)
• Maintain accurate records of all support requests in the ticketing system (e.g., ServiceNow, Freshservice, Jira)

Laptop / Hardware Management

• Handle laptop/desktop issuance, configuration, and asset tagging for new joiners
• Perform hardware diagnostics, repairs, and coordinate with OEM/vendor for warranty claims
• Maintain laptop inventory, AMC (Annual Maintenance Contract) tracking, and asset lifecycle records
• Manage laptop retrieval, data wiping, and re-issuance for exiting employees
• Install, configure, and update operating systems, drivers, and standard software images

Software & Access Management

• Install and configure licensed software (MS Office, Adobe, antivirus, VPN clients, etc.)
• Manage user accounts, email setup, and access provisioning/de-provisioning (Active Directory, O365)
• Ensure all systems have updated antivirus, patches, and security compliance tools
• Support VPN setup and troubleshooting for remote/WFH employees

Documentation & Compliance

• Maintain SOPs, knowledge base articles, and FAQs for common IT issues
• Ensure compliance with IT security policies (data protection, software licensing, asset usage)
• Prepare periodic reports on ticket volume, resolution time, and recurring issues
• Assist in IT audits and asset verification exercises

Coordination

• Coordinate with vendors for hardware/software procurement and repairs
• Liaise with HR for onboarding/offboarding IT requirements
• Support IT Team Lead in rolling out new tools, policies, or system upgrades

Required Skills & Qualifications:

Education:

• Graduate/Diploma in IT, Computer Science, or related field (BCA/B.Tech/B.Sc IT preferred)

Experience:

• 2–3 years of experience in IT helpdesk, desktop support, or hardware support role

Technical Skills:

• Strong knowledge of Windows OS (and basic macOS), MS Office suite
• Hands-on experience with laptop/desktop hardware troubleshooting (motherboard, RAM, HDD/SSD, peripherals)
• Familiarity with Active Directory, O365 admin, VPN clients, antivirus tools
• Basic networking knowledge (LAN, Wi-Fi, IP configuration, printer setup)
• Experience with ticketing tools (Faveo, ServiceNow, Freshservice, Zoho Desk, or similar)

Soft Skills:

• Strong communication and customer service orientation
• Good problem-solving and multitasking ability
• Ability to work under pressure and manage multiple tickets/priorities
• Willingness to travel between office locations, if required