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Senior Desktop Support Engineer

Axiom Technologies -
Mumbai, Maharashtra

Apply Now

Job details

Full-time

Qualifications

TCP
Azure
Operating systems
Microsoft Outlook
Computer Science
Software troubleshooting
LAN
Encryption
Windows
DHCP
Bachelor's degree
Continuous improvement
Embedded software
DNS
SharePoint
ServiceNow
TCP/IP
Active Directory
Intune
VPN

Full job description

Job Title: Deskside Support Engineer (L2)

Role Summary
The Deskside Support Engineer provides hands-on, customer-facing technical support to
enterprise end-users. This role covers hardware and software troubleshooting, device lifecycle
management, OS imaging, application deployments, access provisioning, and network
connectivity support. The engineer works closely with Service Desk, Infrastructure, Security,
and Workplace teams to ensure stable, secure, and performant end-user computing
environments.

Key Responsibilities

Triage, diagnose, and resolve L1/L2 incidents for Windows endpoints, mobile devices,
and peripherals.
Fulfill service requests such as new hire setups, software installations, shared drive
access, printer mappings, and VPN provisioning.
Own tickets from creation to closure, ensuring accurate categorization, prioritization,
and documentation in the ITSM system (e.g., ServiceNow).
Support laptops/desktops monitors, docking stations, keyboards, mice, scanners,
projectors, and UC peripherals (headsets, webcams).
Conduct hardware diagnostics (BIOS, firmware checks), part replacement (RAM, SSD),
and coordinate OEM warranty service when required.
Build and deploy standard images using Windows Autopilot
Validate drivers, patches, baselines, and compliance policies through Microsoft Intune
Support BitLocker encryption, Secure Boot, and OS feature/security updates.
Install, configure, and troubleshoot Microsoft 365 apps, browsers, collaboration tools,
and line-of-business applications.
Perform user account administration (AD/Entra ID), group membership changes, and
password resets following security protocols.
Troubleshoot LAN/Wi-Fi, corporate VPN, proxy, and DNS/DHCP related client-side
issues.
Execute device refresh and end-of-life workflows, including kill disk and e-waste
compliance.
Track loaner laptops and temporary device allocations.
Deliver empathetic, clear communication, set expectations, and follow up proactively.
Provide desk-side coaching to end users on best practices, self-help tips, and new
features.
Adhere to ITIL processes, security policies, data handling, and audit requirements.
Required Qualifications
Education: Bachelor’s in Computer Science/IT or equivalent experience.
Technical Skills:
o Operating Systems: Windows 10/11
o Identity & Access: Active Directory, Entra ID (Azure AD), Group Policy.
o Networking: Basic TCP/IP, DHCP/DNS, 802.1X, VPN clients, Wi-Fi
troubleshooting.
o Security: BitLocker, Defender, Good to have knowledge on Intune.
o Productivity: Microsoft 365 (Outlook/Teams/OneDrive/SharePoint), browsers,
PDF tools.
o ITSM: ServiceNow—ticket handling, SLAs, CMDB updates.
o Hardware: OEM diagnostics, BIOS/firmware updates, component replacement.

Competencies

Problem Solving & Root Cause Analysis
Stakeholder Communication & Expectation Management
Operational Discipline & Process Adherence (ITIL)
Bias for Action & Ownership
Security Mindset & Risk Awareness
Continuous Improvement & Knowledge Sharing

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [email protected]

Apply Now

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