Desk Side Support

Job Description

Job Description:

\n

Key Responsibilities:

\n

\n
• Provide onsite L2 end-user and desk-side technical support.

\n

• Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.

\n

• Handle Break/Fix, IMACD, data migration, device refresh, and deployment activities.

\n

• Perform onsite software installations, configuration changes, and updates.

\n

• Troubleshoot hardware, software, connectivity, and end-user issues.

\n

• Manage assigned tickets and ensure timely resolution within defined SLAs.

\n

• Provide regular updates to end users regarding ticket status.

\n

• Coordinate with hardware/software vendors for warranty repairs and replacements.

\n

• Work with Level 3 support teams and project teams on escalations, upgrades, and maintenance activities.

\n

• Identify recurring issues and perform root cause analysis where required.

\n

• Support onsite/offsite meetings and events, including coordination with IT/AV teams.

\n

• Support disaster recovery and emergency IT activities when required.

\n

• Participate in rotational on-call support, if required.

\n

• Maintain knowledge base documentation and contribute to process improvements.

\n

• Assist in training and mentoring junior/support team members.

\n

• Ensure compliance with company policies, security controls, and regulatory requirements.

\n

• Maintain a strong focus on customer satisfaction, First Call Resolution (FCR), and minimizing reopened/rejected tickets.

\n

\n

\n

Required Skills:

\n

\n
• 2- 4.5 years of relevant IT/EUC support experience.

\n

• Strong hands-on experience in Desk Side / Desktop Support.

\n

• Experience working as an L2 support engineer.

\n

• Strong troubleshooting skills across hardware, software, peripherals, and end-user devices.

\n

• Experience with Break/Fix, IMACD, refreshes, data migration, and software installation.

\n

• Good knowledge of ticketing systems and SLA-based support.

\n

• Strong customer-facing and communication skills.

\n

• Ability to independently troubleshoot and resolve technical issues.

\n

• Experience coordinating with vendors and L3 support teams.

\n

• Good documentation and knowledge management skills.

\n

• Willingness to work in EST general day shift and support on-call activities when required.

\n

• English language proficiency is required.

\n

\n