End-User Support Engineer

Job role : IT support executive

Years of exp : 4-10 years

Location : Gurgaon / On_Site

Job Overview :

We are seeking a skilled IT Support Engineer to join our IT team. The primary focus of this role will be to provide technical support and troubleshooting for desktop and laptop issues. The ideal candidate will be adept at diagnosing and resolving hardware and software problems, delivering exceptional customer service, and ensuring minimal disruption to end-users.

• Stakeholder Management : Ability to support VIPs / board meetings and manage multiple stakeholders seamlessly.
• Proactive & Reliable : Someone hands-on, dependable, and quick to take initiative.
• Tech Awareness : Working knowledge of AI tools / security and strong command over the MS Suite, especially Outlook.
• Communication(Strong)
• Desktop and Laptop Support : Provide hands-on support for desktop and laptop hardware and software issues. Troubleshoot and resolve problems related to operating systems, applications, and connectivity.
• Incident Management : Receive, log, and prioritize support requests. Provide timely resolution or escalate issues to appropriate levels as needed.
• Software Installation and Configuration : Install, configure, and update operating systems, software applications, and drivers on desktops and laptops.
• Hardware Maintenance : Perform routine maintenance and upgrades on desktop and laptop hardware, including replacing faulty components and ensuring optimal performance.
• User Support : Offer remote and on-site assistance to end-users, addressing their technical concerns, providing training, and guiding them through troubleshooting steps.
• Documentation : Maintain accurate records of support requests, resolutions, and inventory of hardware and software. Update knowledge base articles and create user guides as needed.
• Security and Compliance : Ensure that desktop and laptop systems adhere to company security policies and compliance requirements. Implement security patches and updates as required.
• Collaboration : Work closely with other IT team members and departments to address cross-functional issues and contribute to IT projects.
• Continuous Improvement : Identify areas for improvement in support processes and propose enhancements to increase efficiency and user satisfaction.

Qualifications :