Desktop Support Engineer 2

Title: Desktop Support Engineer

Experience: 3+ years

Location: Gurugram

Notice Period: Immediate joiner or up to 1 month.

We at Coforge are seeking a Desktop Support Engineer" to provide end-user IT support, VIP support, and audio-visual event assistance. The candidate will be responsible for supporting senior leadership, resolving technical incidents, managing endpoint devices, and ensuring seamless IT operations across corporate offices and event venues.

Key Responsibilities:

VIP & Executive Support

• Provide dedicated IT support to VIP users including Directors, VPs, MDs, CXOs, and CIO-level stakeholders.
• Ensure quick resolution of hardware, software, network, and mobility-related issues.
• Maintain high service levels and professionalism while interacting with business leaders.
• Handle priority incidents and escalations with minimal downtime.

Desktop & End-User Support

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripherals.
• Support Windows operating systems, Microsoft Office Suite, Outlook, Teams, and enterprise applications.
• Diagnose and resolve hardware, software, networking, and user access issues.
• Perform system upgrades, software installations, and patch updates.
• Manage user accounts, password resets, and basic Active Directory-related activities.

Ticket Management

• Log, track, update, and close incidents through ITSM/ticketing tools.
• Meet SLA commitments for incident resolution and service requests.
• Prepare incident reports and maintain support documentation.

Audio-Visual & Event Support

• Provide technical support for medium to large-scale corporate events, town halls, leadership meetings, and boardroom sessions.
• Set up and troubleshoot audio-visual equipment including projectors, video conferencing systems, microphones, speakers, and presentation devices.
• Support Microsoft Teams, Zoom, WebEx, and other collaboration platforms.
• Coordinate with facility and business teams to ensure smooth execution of events.

Asset & Inventory Management

• Maintain inventory of IT assets and accessories.
• Track hardware allocation, replacements, warranty status, and stock availability.
• Ensure compliance with IT policies and security guidelines.

Required Skills

• Strong knowledge of Windows 10/11 and Microsoft Office 365.
• Experience in desktop troubleshooting and end-user support.
• Hands-on experience with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or ManageEngine.
• Knowledge of Active Directory, Outlook, Teams, VPN, and basic networking concepts.
• Experience supporting executive leadership and VIP users.
• Expertise in audio-video conferencing and meeting room technologies.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.

Preferred Skills

• Experience in enterprise/corporate IT environments.
• Knowledge of ITIL processes and service management concepts.
• Exposure to endpoint management and remote support tools.
• Certifications such as ITIL Foundation, Microsoft Fundamentals, or CompTIA A+ will be an advantage.

Qualification

• Graduate in any discipline from a recognized university.
• Relevant experience in Desktop Support, End User Computing (EUC), or VIP Support roles.

Work Schedule

• Working Days: Monday to Saturday
• Shift Duration: 9 Hours
• Shift Window: Between 7:00 AM and 10:00 PM
• Weekly Off: Sunday

Key Attributes

• Customer-centric approach with excellent stakeholder management skills.
• Ability to work under pressure and handle critical issues independently.
• Strong ownership, accountability, and attention to detail.
• Flexible to support business-critical activities and corporate events.