Desktop Support Engineer

Shift: Night Shift (US working hours)
Mandatory Skills: Excellent communications skills, Troubleshoot, Windows, LAN/WAN Desktop Support.

Key Responsibilities:
- Troubleshoot and resolve issues related to Windows PCs, web browsers, and commonly used desktop applications.
- Perform system diagnostics and provide solutions to hardware, software, and network-related issues.
- Manage configurations, installations, and updates for desktops, laptops, and related peripherals.
Application Support:
- Provide expert-level support for Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Assist users with desktop and cloud-based productivity tools and troubleshoot application errors.
Customer Interaction:
- Provide remote and in-person support to end-users with a customer-first attitude.
- Ensure clear and professional communication while addressing and resolving technical issues.
Documentation & Reporting:
- Maintain accurate records of troubleshooting and resolution activities.
- Document recurring issues and contribute to a knowledge base for better efficiency.
Operational Readiness:
- Work in a fast-paced environment during US business hours, adhering to SLAs for response and resolution.
- Collaborate with cross-functional teams to escalate and resolve complex issues promptly.

Required Skills and Qualifications:
- 2-8 years of experience in desktop support or a related IT support role.
Technical Skills:
- Proficiency in Windows operating systems (Windows 10/11) and troubleshooting techniques.
- Solid understanding of web browsers, including Chrome, Edge, and Firefox, and their debugging tools.
- Familiarity with desktop application environments and peripheral devices (printers, monitors, etc.).
- Basic networking knowledge (LAN/WAN, IP configurations).
Soft Skills:
- Exceptional verbal and written communication skills in English.
- Ability to explain technical concepts clearly to non-technical users.
Tools & Applications:
- Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Experience with ticketing systems and remote desktop tools is a plus.
Preferred Qualifications:
- Familiarity with ITIL processes and frameworks.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or CompTIA A+ are desirable.
- Prior experience supporting clients in a US shift