Job Description – Desktop Support Engineer (L1 / L2 / L3)

1. Desktop Support Engineer – L1

1. Diagnose and troubleshoot desktop, laptop, printer, monitor and peripheral hardware issues.
2. Install, configure and maintain Windows operating systems and applications.
3. Perform basic hardware replacements, upgrades and preventive maintenance.
4. Troubleshoot software, driver and operating system-related issues.
5. Provide basic support for MS Office, Outlook and email configuration.
6. Troubleshoot basic LAN, internet and network connectivity issues.
7. Provide onsite technical support and resolve end-user issues.
8. Maintain IT asset records and technical support documentation.

• Basic to good computer hardware knowledge.
• Desktop and laptop troubleshooting.
• Windows installation and configuration.
• Printer and peripheral troubleshooting.
• Basic LAN and networking knowledge.
• Good communication and problem-solving skills.

2. Desktop Support Engineer – L2/L3 (Dombivli)

1. Handle advanced desktop, laptop and hardware troubleshooting.
2. Install, configure and maintain Windows operating systems and applications.
3. Perform hardware replacement, system upgrades and preventive maintenance.
4. Troubleshoot Microsoft 365, Outlook and application-related issues.
5. Diagnose and resolve LAN/WAN, TCP/IP, DNS, DHCP and VLAN-related issues.
6. Configure and troubleshoot network switches, ports and endpoint connectivity.
7. Handle structured cabling, UTP/Fiber connectivity and passive networking.
8. Manage technical incidents, service requests and SLA compliance.
9. Perform Root Cause Analysis (RCA) for recurring technical issues.
10. Coordinate with network, server and vendor teams for issue resolution.

• Strong desktop and laptop hardware troubleshooting.
• Advanced Windows troubleshooting.
• Microsoft 365 and Outlook support.
• Hands-on LAN/WAN troubleshooting.
• TCP/IP, DNS, DHCP and VLAN knowledge.
• Network switch and port troubleshooting.
• Practical knowledge of structured cabling.
• Incident management and SLA handling.

3. Desktop Support Engineer – L2/L3 (Pune)

1. Provide advanced desktop and laptop hardware troubleshooting and technical support.
2. Install, configure and maintain Windows operating systems and business applications.
3. Diagnose hardware failures and perform component replacement and system upgrades.
4. Troubleshoot printers, scanners, monitors and other IT peripherals.
5. Provide Microsoft 365, Outlook and application support.
6. Troubleshoot LAN/WAN, IP addressing, DNS, DHCP and network connectivity issues.
7. Handle network switches, ports and endpoint connectivity troubleshooting.
8. Support LAN infrastructure, structured cabling and passive networking activities.
9. Manage incident tickets and ensure timely resolution within defined SLAs.
10. Coordinate with internal IT and vendor teams to ensure smooth IT operations.

• Good hands-on desktop and laptop hardware knowledge.
• Windows 10/11 installation and troubleshooting.
• Hardware replacement and preventive maintenance.
• Microsoft 365 and Outlook support.
• Basic to good networking knowledge.
• LAN/WAN and TCP/IP troubleshooting.
• Knowledge of switches, ports and structured cabling.
• Incident management and end-user support.