Desktop Support Engineer
- techkuber
Required Skills: Windows 10/11, macOS, Android OS support, ITIL framework, SLA management, ticketing tools, Documentation,
Job Description
Experience: 6–8 Years
Duration: 12 Months
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Provide technical support for PC hardware, software, operating systems (Windows 10/11, macOS, Android), directory services, and printing.
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Install, configure, and upgrade desktops/laptops; document existing configurations prior to refresh.
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Deliver support for global and local applications, coordinating with L2 teams when necessary.
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Install/configure network and local printers, manage drivers, and coordinate with vendors for repairs.
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Perform software installations, Wi-Fi configuration, VOIP setup, and application support.
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Maintain a high level of customer service while managing and resolving incidents/tickets within SLA timelines using Service Desk tools.
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Develop SOPs, KB articles, and standard configurations for recurring support scenarios.
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Collaborate with vendors and Level 3 teams for escalation and service improvements.
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Support on-site/off-site events and participate in disaster recovery activities.
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Maintain accurate documentation of systems, procedures, and configurations.
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Operating Systems: Windows 10/11, macOS, Android OS
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Applications: MS Office, O365, VOIP, enterprise apps
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Directory Services: Active Directory, Group Policy, DNS
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Network: LAN/WAN basics, Wi-Fi setup, firewall fundamentals
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Tools: Service Desk systems, knowledge base/documentation systems
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Standards: ITIL framework, SLA management
- Strong communication and documentation skills (written & verbal)
- Ability to manage multiple stakeholders and work collaboratively across teams
- Strong troubleshooting, analytical, and customer service skills
- Experience working under pressure in time-sensitive environments
