Desktop Support Engineer

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Skill set – DSS & SD
Shift timing :24/7 ,rotational shifts ( Shifts are as follows)
A- (06:30AM to 03:15PM)
B- (03:15PM to 12:00 AM
C- (12:00 AM to 06:30AM)
G- 09:00 AM to 05:45PM)
Working days – 6 days
Working location – Block No 334 / 335 I Village Hansalpur I , Taluka Mandal I Dist Ahmedabad I Gujarat – 382130
Work from Office all 6 days – Yes
Budget – 3.2 LPA
Experience range – 0 to 1 year

Employment type

– Direct on-roll

Note
- No cab facility
JD as below :

DSS:

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Responsibilities
Field Services support Engineers' primary responsibility is to provide support to an organization's IT systems to help them meet their business goals, this is done by ensuring that all computers and networks operate efficiently with high uptime. As a desktop engineer, you may need to assemble and install client desktop computers and assist the end-user in securing their hardware. This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and network queries

To support daily technical support activities for computers & all other end point devices
Update the support ticket with the progress
To set up and test desktop computer peripherals
To perform the system changes adhered to organizational policies
Conduct remote desktop troubleshooting to en
Maintain technical documentation in association with other functional departments

SD:
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Responsibilities
1. Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift
2. Ability to comprehend end users from International locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Contributing to Knowledge Base with new articles
6. Taking a remote of an end users' machine if required while troubleshooting
7. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
8. Monitoring the status and documenting the progress towards resolution of all open tickets
9. Keeping affected users informed about the progress.
10. Escalating the process if necessary
11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies

Technical Skills
1. Ability to differentiate between different type of IT assets
2. Basic troubleshooting on different versions of Windows OS.

E.g., Windows XP. Windows 7, Windows 10 and Windows 11
3. Understanding of desktop applications and how do they work, installation & uninstallation
4. Ability to support users in business applications based on SOP's
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
8. Ability to Install and configure email client, troubleshoot connectivity issues
9. Ability to troubleshoot calls for printers & copiers locally and remotely