It Desktop Engineer

Job Profile: IT Desktop Engineer
Department: Information Technology
Job Type: Full-time, Shift-based, Work from home, Field Job
Experience: 1-3 years

Job Summary
A skilled and proactive IT Desktop Engineer to join Indevia IT team. The ideal candidate will be responsible for providing comprehensive IT support to end-users, managing desktop systems, managing daily IT Ticketing tool, maintain IT Inventory, monitor cloud servers, Active directory, VPN, etc. This role requires ITIL certification, a willingness to work in shifts, the ability to handle field-based tasks effectively and good communication skills,

Key Responsibilities

1. Desktop Support
• Install, configure, and maintain desktop hardware, software, and peripherals.
• Troubleshoot and resolve hardware and software issues for end-users.
• Perform regular system updates and patches.
2. Cloud Server Management
• Support cloud server configurations.
• Ensure secure access to cloud services/servers for end-users.
• Monitor cloud server performance and address connectivity issues.
• Monitor folder permissions
3. ITIL Implementation
• Follow ITIL best practices for incident, problem, and change management.
• Document IT issues, resolutions, and preventive measures as per ITIL standards.
4. Shift & Field Work
• Provide IT support during assigned shifts, including weekends and holidays.
• Visit field locations to resolve on-site technical issues.
• Coordinate with remote teams and escalate unresolved issues as needed.
5. Communication & Collaboration
• Provide clear and professional communication to users and stakeholders.
• Train end-users on basic IT troubleshooting and system usage.
• Collaborate with cross-functional teams to support IT projects.

Required Skills and Qualifications

1. Technical Skills
• Proficiency in desktop operating systems (Windows, macOS).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Knowledge of networking concepts, including LAN, WAN, and VPN.
• Hands-on experience with remote desktop tools and IT service management (ITSM) software.
2. Certifications
• ITIL Foundation Certification (mandatory).
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar (preferred).
3. Soft Skills
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work effectively under pressure and manage multiple tasks.
4. Work Environment Adaptability
• Willingness to work in rotational shifts and adapt to a dynamic work schedule.
• Readiness to travel to various locations for on-site support.

Preferred Qualifications

• Experience in IT desktop support or similar roles (1-3 years preferred).
• Familiarity with ITIL implementation in an organizational setup.
• Experience working in a field-based role.