Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

We are seeking a proactive Onsite Desktop Support Engineer responsible for providing hands-on technical support to end users. The role focuses on troubleshooting hardware/software issues, resolving incidents, and ensuring seamless user experience in a corporate IT environment.

End User Support\\r\\n\\r\\n Provide onsite L1/L2 support for end-user computing devices (desktops, laptops, peripherals).\\r\\n Troubleshoot and resolve hardware, software, and OS-related issues (Windows 10/11).\\r\\n Handle walk-in users and VIP support requests.\\r\\n\\r\\n\\r\\n Incident & Request Management\\r\\n\\r\\n Manage incidents and service requests via ITSM tools (Service Now).\\r\\n Ensure timely resolution within SLA timelines.\\r\\n Escalate complex issues to L2/L3 teams when required.\\r\\n\\r\\n\\r\\n Hardware & Asset Management\\r\\n\\r\\n Install, configure, and maintain desktops, laptops, printers, and accessories.\\r\\n Perform hardware replacement, upgrades, and troubleshooting.\\r\\n Maintain asset inventory and tracking.\\r\\n\\r\\n\\r\\n User Administration & Access\\r\\n\\r\\n Support Active Directory (user creation, password reset, access management).\\r\\n Configure user profiles, email (Outlook), and collaboration tools (Teams, One Drive).\\r\\n Assist with VPN access and connectivity issues.\\r\\n\\r\\n\\r\\n Software & Patch Support\\r\\n\\r\\n Install and troubleshoot software applications and updates.\\r\\n Support OS patching, antivirus, and endpoint security tools.\\r\\n Ensure systems comply with security and patching standards.\\r\\n\\r\\n\\r\\n Network & Connectivity Support\\r\\n\\r\\n Troubleshoot LAN/Wi-Fi/VPN connectivity issues.\\r\\n Coordinate with network teams for resolution of complex issues.\\r\\n\\r\\n\\r\\n Documentation & Compliance\\r\\n\\r\\n Maintain incident records, knowledge base, SOPs, and documentation.\\r\\n Ensure compliance with IT policies, procedures, and security standards.\\r\\n\\r\\n\\r\\n Customer Support & Coordination\\r\\n\\r\\n Provide excellent end-user support and communication.\\r\\n Coordinate with infra, network, security, and application teams.\\r\\n Participate in shift and onsite support schedules.\\r\\n\\r\\n

Key Responsibilities

End User Support Provide onsite L1/L2 support for end-user computing devices (desktops, laptops, peripherals). Troubleshoot and resolve hardware, software, and OS-related issues (Windows 10/11). Handle walk-in users and VIP support requests. Incident & Request Management Manage incidents and service requests via ITSM tools (Service Now). Ensure timely resolution within SLA timelines. Escalate complex issues to L2/L3 teams when required. Hardware & Asset Management Install, configure, and maintain desktops, laptops, printers, and accessories. Perform hardware replacement, upgrades, and troubleshooting. Maintain asset inventory and tracking. User Administration & Access Support Active Directory (user creation, password reset, access management). Configure user profiles, email (Outlook), and collaboration tools (Teams, One Drive). Assist with VPN access and connectivity issues. Software & Patch Support Install and troubleshoot software applications and updates. Support OS patching, antivirus, and endpoint security tools. Ensure systems comply with security and patching standards. Network & Connectivity Support Troubleshoot LAN/Wi-Fi/VPN connectivity issues. Coordinate with network teams for resolution of complex issues. Documentation & Compliance Maintain incident records, knowledge base, SOPs, and documentation. Ensure compliance with IT policies, procedures, and security standards. Customer Support & Coordination Provide excellent end-user support and communication. Coordinate with infra, network, security, and application teams. Participate in shift and onsite support schedules.

Skill Requirements

Strong experience in desktop/laptop support and troubleshooting. Knowledge of: Windows OS (10/11) Active Directory & user management Microsoft 365 (Outlook, Teams, One Drive) Familiarity with: ITSM tools (Service Now preferred) Basic networking (DNS, DHCP, VPN) Experience with hardware support and asset management. Understanding of ITIL processes. Qualifications: Diploma / Bachelor’s degree in IT or related field. 2–5 years of experience in Desktop Support / EUC roles. Certifications such as CompTIA A+, Microsoft, ITIL preferred.

Other Requirements

Strong troubleshooting and problem-solving skills. Good communication and customer handling skills. Ability to provide VIP/user-facing onsite support. Willingness to work in shift / office-based environment. Team player with proactive attitude.