Desktop Support Engineer - Mac/Windows OS (2-3 yrs)

Job Title : Desktop Support Engineer

Location : Rabale, Navi Mumbai

Company : Naaptol Online Shopping Pvt Ltd

Experience (in years) : 2-3 years of hands-on experience in desktop support or IT helpdesk roles

Working Days : 6

Educational Qualification : Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.

Certifications : CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications preferred.

Technical Skills : Proficiency in Windows and macOS environments, Microsoft Office Suite, basic networking concepts (LAN, WAN, Wi-Fi, VPN), digital signature devices, printer and scanner troubleshooting, and remote support tools.

Soft Skills : Excellent problem-solving abilities, strong communication skills, and a customer-oriented mindset.

Additional Skills : Basic knowledge of Active Directory, MsOffice, WPS ITIL practices, and software inventory management is a plus

Job Description :

- Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, digital signature devices, and other peripherals.

- Troubleshoot and resolve hardware, software, and network issues for end-users in a timely manner.

- Assist in the setup, configuration, and maintenance of user accounts and systems.

- Perform regular maintenance of operating systems, installed applications, and peripheral devices to ensure optimal performance.

- Manage and deploy software updates, patches, and antivirus software.

- Troubleshoot and resolve issues related to printers, scanners, and digital signature devices, including setup, connectivity, and software compatibility.

- Install, configure, and replace hardware components as needed.

- Manage hardware inventory, including procurement, allocation, and decommissioning of equipment.

- Troubleshoot and resolve basic network issues related to LAN, WAN, Wi-Fi, and VPN connectivity.

- Assist in the setup, configuration, and troubleshooting of network devices, including routers, switches, and wireless access points.

- Provide support for VPN setup, remote access, and related security protocols.

- Diagnose and resolve IP conflicts, network speed issues, and connectivity drops to ensure stable network performance.

- Maintain an up-to-date inventory of all software licenses and applications installed on end-user devices.

- Ensure compliance with software licensing agreements and manage software deployment across the network.

- Document software versions, installation procedures, and update schedules.

- Maintain detailed records of support requests, troubleshooting steps, and resolution processes.

- Document common technical issues and solutions in a knowledge base to assist end-users.

- Provide technical guidance to users, including basic training on software applications, digital signature usage, operating systems, and security practices.

- Assist users with file backups, software installation, and other IT-related tasks.

- Work closely with other IT teams for escalated issues and infrastructure projects.

- Collaborate with vendors for warranty repairs, technical support, and equipment replacements.

- Perform quarterly system health checkups to ensure optimal performance of IT infrastructure