Description

Role Summary: Provide onsite and remote technical support to end users for desktops, laptops, peripherals, operating systems, business applications, and network connectivity issues. Responsible for incident resolution, service requests, hardware lifecycle management, and ensuring a high level of customer satisfaction.

Key Responsibilities

Provide Level-1/Level-2 desktop support for users.
Install, configure, and maintain desktops, laptops, printers, and peripherals.
Troubleshoot Windows OS, Microsoft Office, Outlook, Teams, OneDrive, and other enterprise applications.
Respond to incidents and service requests within defined SLA timelines.
Perform hardware diagnostics, part replacement coordination, and vendor follow-up.
Support software installations, upgrades, and patch management.
Assist with PC imaging, deployment, and user migrations.
Configure and support network connectivity, VPN, LAN/WAN, and VoIP devices.
Maintain asset inventory and documentation.
Coordinate with L3 teams and infrastructure teams for complex issues.
Conduct routine preventive maintenance and health checks on end-user devices.
Provide technical guidance and user training when required.

Required Technical Skills
Windows 10/11 Administration
Microsoft 365 / Office 365
Outlook, Teams, OneDrive Support
Desktop & Laptop Troubleshooting
Active Directory User Administration
SCCM / Intune (preferred)
Basic Networking (DNS, DHCP, VPN, LAN/WAN)
PowerShell scripting (preferred)
Ticketing tools such as ServiceNow or Jira
Hardware troubleshooting and replacement coordination
Soft Skills

Excellent customer service orientation
Strong communication skills
Problem-solving and analytical thinking
Ability to work under pressure and meet SLAs
Team collaboration and coordination skills


Typical Experience

Desk Side Support Lead: 8+ years

Skills: Digital : Windows Virtual Desktop~Windows Servers
Experience Required: 6-8

Key Skills

Education

Any Graduate