Desktop Support Engineer

3 - 5 Years 1 Opening Hyderabad

Role description

• Promptly respond to incoming internal support tickets, ensuring timely resolution of hardware, software, and network issues.
• Field incoming requests to the Service Desk via telephone and email, ensuring courteous, timely, and effective resolution of end-user issues.
• Assist employees with troubleshooting Microsoft Office, email configurations, printers, and other corporate applications.
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems.
• Perform basic IT tasks, including setting up new workstations, installing software, and managing user accounts.
• Escalate complex technical issues to Technical Support II or Lead Technical Support as needed.
• Maintain accurate documentation of support activities in the ServiceNow ticketing system to ensure SLA compliance.
• Offer guidance to internal users on IT security best practices and corporate IT policies.
• Assist in new hire onboarding by configuring devices, setting up email accounts, and ensuring access to necessary systems.
• Manage employee offboarding by deactivating system access, managing group memberships, and coordinating equipment reclamation.
• Enhance end-user productivity by triaging issues, providing advice, and teaching products and capabilities.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform other duties as assigned.

Preferred Requirements:

• Proficiency in Microsoft 365 administration, including managing user accounts, licenses, and troubleshooting.
• Experience troubleshooting Windows, macOS (intermediate level), and mobile device environments.
• Familiarity with Azure Active Directory (AD) for user management and basic access control.
• Knowledge of mobile device management (MDM) platforms like Microsoft Intune for managing and securing devices.
• Basic understanding of networking fundamentals, including Wi-Fi troubleshooting.
• Familiarity with corporate applications such as Microsoft Office, email clients, and collaboration tools like Slack.
• Strong communication and customer service skills to effectively interact with internal employees.
• Ability to troubleshoot common issues, including printer configuration, basic network issues, and user account problems.

Skills

Technical Support,Desktop Engineering,Service Desk

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.