Description

Job Summary:

The Desk Side Support Technician provides advanced technical support to end-users for

desktops, laptops, mobile devices, printers, and other office technology. This role involves

both remote and hands-on assistance, handling escalations from other support teams, and

working closely with IT teams to ensure timely resolution of complex technical issues.

Key Responsibilities:

• Respond to and resolve support requests escalated by the Service Desk and other appropriate teams.
• Diagnose and troubleshoot hardware and software issues across Windows and Mac environments.
• Install, configure, and maintain desktop and laptop systems, including imaging, patching, and upgrades.
• Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.
• Support mobile devices (iOS/Android), printers, scanners, and peripherals.
• Assist with user account management in Active Directory / Entra and other enterprise systems.
• Document troubleshooting steps and resolutions in the ticketing system (e.g., ServiceNow, JIRA).
• Participate in hardware asset inventory, deployment, and refresh projects.
• Collaborate with Level 3 support or infrastructure teams for unresolved or critical issues.
• Follow IT security policies and ensure endpoint compliance.
• Maintain a high level of customer service and professionalism in all user interactions.
• Provide assistance in racking and stacking of network devices and configuring the same on a need basis.

Hands-on experience with:

• Network troubleshooting tools (ping, traceroute, Wireshark)
• Routers, switches, firewalls
• LAN/WAN, TCP/IP, DNS, DHCP, VPNs

Required Qualifications:

• 5 – 8 years of hands-on experience in desktop/laptop/peripherals or desk side support.
• Proficient in Windows 10/11, Macintosh OS, Microsoft 365, Remote desktop tools and support tools.
• Familiarity with Active Directory, Azure Entra, ITSM platforms, and software deployment tools (e.g., Intune, JAMF etc.,).
• Solid understanding of networking basics (TCP/IP, DHCP, DNS).
• Strong troubleshooting skills with desktops, laptops, and peripherals.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks, work independently, and adapt to changing environments.

Preferred Qualifications and Certifications:

• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification
• Experience with MacOS, Linux, or virtual desktop environments (e.g., Citrix)

Key Skills

Education

Any Graduate