Desktop Support Engineer

Black Box -
Mumbai, Maharashtra

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Job details

Full-time
2 days ago

Qualifications

Microsoft Word
ITIL Certification
Microsoft Excel
Azure
Microsoft Outlook
Software troubleshooting
Windows
Microsoft Office
DHCP
DNS
ServiceNow
Desktop administration
Citrix
Communication skills
Active Directory
Intune
Time management
Information Technology
VPN

Full job description

Location: Mumbai

Timings: Rotational

Position Summary:

The position is primarily responsible for face-to-face and remote technical support of Black Box employees using desktops and laptops in a Windows environment. We are seeking a skilled Desktop Engineer to join our IT team. The ideal candidate will have hands-on experience with Microsoft Intune, Autopilot, and ManageEngine Desktop Central. This role involves managing and optimizing our desktop infrastructure, ensuring seamless deployment, and maintaining high security standards.

***Attendance in the office is mandatory***

Job Responsibilities:

Endpoint Management & Deployment:
- Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.
- Configure, test, and deploy hardware and software to users both locally and remotely
- Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
- Diagnoses and resolves problems related to the operation of PCs on the network
- Administer and enforce compliance policies and configuration profiles.
- Oversee application packaging, deployment, and Windows update policies.
- Troubleshoot and support hardware/software issues on Windows OS.

ManageEngine Desktop Central:
- Configure and manage endpoint devices using ManageEngine Desktop Central.
- Automate patch management, software deployment, and asset management.
- Monitor and optimize system performance and security.
Collaboration & Documentation:
- Work closely with IT Security, Infrastructure, and Service Desk teams.
- Maintain detailed documentation, SOPs, and knowledge base articles.

Troubleshoot and repair break/fix issues
Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
Provide solutions to user issues by identifying problems, researching answers, and helping to implement
Train users in basic problem resolution and understanding of how to make efficient use of their PCs
Respond to user requests and service issues in a timely and professional manner
Provide support via phone using remote support software
Create, monitor, update, and close tickets using Service Now ticketing system
Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
Remain current on technical and operational details concerning PC products and support

Technical Skills:
- Deep understanding of Windows 10/11, Office 365, and MDM policies.
- Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.
- Experience with virtual desktop administration (e.g., Windows 365, Citrix).
- Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
- Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
- Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.
- Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
- Active Directory Password resets and User properties.
- Working knowledge of Microsoft Teams audio/video conferencing systems
- Laptop backup using Veeam

Soft Skills:
- Excellent communication and documentation abilities.
- Strong problem-solving skills and attention to detail.

Personal Qualifications

Degree in Information Technology or related field with 5-8 Years of relevant hands-on experience in a customer... focused networked PC environment.
Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
The ability to diagnose, isolate and troubleshoot networking components both remotely and locally.
Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Supervisory Responsibility:

This position has no direct reports

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