Must Have Technical/Functional Skills
4-5 years of experience in desktop support managing laptops/desktops on Win7/10/11 operating systems.
Experience in Install/upgrade of windows 11 on Laptops and Desktops.
Experience in resolving user issues related to OS and laptop/desktop hardware issues.
Experience in providing L2 support for desktops, laptops, printers, mobile devices, and peripherals as existing processes.
Experience in diagnosing and troubleshooting users’ issues, including account setup, network configuration, software/application issues.
Experience in performing OS installations, upgrades, patching, and driver updates.
Experience working with EUC tools such as SCCM for end points patching and Intune for mobile device management.
Experience in installation and configuration of hardware and software/applications.
Experience is using problem/ticket management systems like Service Now, BMC Remedy, Jira etc.
Experience with remote support tools like Bomgar, LogMeIn, MS Teams etc to troubleshoot and resolve user issues.
Coordinate with vendors for any hardware repairs and warranty services/issues.
Familiarity with endpoint security tools—anti-virus, device encryption, Trend micro
Work closely with other functional teams for escalated issues.
Ensure SLA compliance for tickets, escalations, and service requests.
Excellent communication and interpersonal skills.
Ability to work well both independently and as part of a team.
Customer-focused attitude and a desire to deliver high-quality support.
Technical Skills:
Strong experience in:
Microsoft Office / Microsoft 365
Active Directory / Azure AD
Endpoint management tools (SCCM / Intune)
Basic networking (TCP/IP, DNS, DHCP)
Experience working with ITSM tools (ServiceNow, Remedy, Jira, etc.).
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