Desktop Support Engineer, Mumbai

Role & responsibilities

Service Desk & Ticket Management

Respond to inbound requests (phone/email/chat/ticketing system) and update tickets with proper notes

Resolve assigned tickets within defined timelines

Proper escalation when required

End-User Technical Support

Remote troubleshooting using approved tools

Resolve OS login, VPN, printer, browser, network issues

Account & Access Management

Password resets, account unlocks, AD/O365 provisioning

Group membership & mailbox support

L2 Escalation Handling

Resolve escalated tickets from L1

Troubleshoot driver conflicts, OS update issues, profile corruption

Log analysis, issue reproduction

Hardware & Asset Management

Hardware replacement (RAM, SSD, motherboard, etc.)

Asset tagging & inventory update

Imaging & Migration

Workstation imaging, rebuilds, profile/data migration

Domain migration as per policy

Security & Compliance

Follow security policy & identity verification

Patch management & vulnerability remediation

Maintain knowledge base documentation

Report recurring issues to Manager

Preferred candidate profile

Perks and benefits