Senior Desktop Support Engineer

Company Description Surya Technologies is a leading managed service provider specializing in service management, endpoint and infrastructure management, hybrid cloud hosting, backup and disaster recovery, and managed security solutions. With over 26 years of experience, the company operates globally, serving clients across the US, Asia, and Europe from offices in Cary, NC, and Bangalore, India. Founded in 1999, Surya focuses on enhancing IT infrastructure quality, reliability, and security through AWS and Azure cloud-native technologies. Services are customized to meet the unique needs of medium and large enterprises and seamlessly integrate into their IT operations. Enterprise Technical Support Engineer Join our dynamic team and grow with us! Location: Bengaluru, India (WFO) - 5 Days a week | US Shift - EST Time Zone. Job Summary: As an Enterprise Technical Support Engineer, you will play a crucial role in ensuring the smooth operation of our customer IT infrastructure. Your responsibilities will include troubleshooting hardware and software issues, maintaining computer systems, and ensuring optimal performance and security. You will act as the first point of contact for IT-related issues and work closely with other IT professionals to deliver high-quality support services. Additionally, you will support IT systems in our production line environments, ensuring minimal downtime and efficient operations. Key Responsibilities: • Technical Support: Provide on-site technical support for hardware, software, and networking issues. Respond to IT support requests and resolve technical problems promptly. • System Maintenance: Install, configure, and maintain computer systems, including desktops, laptops, printers, and other peripheral devices. • Troubleshooting: Diagnose and resolve hardware and software faults. Perform regular system checks and maintenance to ensure optimal performance. • User Support: Assist users with IT-related queries and provide training on new systems and technologies. Ensure a high level of customer satisfaction through effective communication and problem-solving. • Security & Compliance: Basic understanding of security policies to protect IT systems from threats. Ensure compliance with industry regulations and organizational policies, including Cyber Security and Anti-Virus measures. • Documentation: Maintain accurate records of IT support activities, including incident reports, service requests, and system configurations. Prepare technical documentation and user manuals as needed, Write Help Desk articles and "How To" guides for end users. • Collaboration: Work closely with other IT team members to coordinate support efforts and share knowledge. Participate in IT projects and initiatives to improve overall IT service delivery. • Continuous Improvement: Stay updated with the latest IT trends and technologies. Recommend and implement improvements to enhance IT support services. • Wi-Fi and LAN Troubleshooting: Address connectivity issues for both Wi-Fi and Local Area Networks (LAN) to ensure stable, secure, and reliable network access. • Microsoft Application Troubleshooting: Provide support for Microsoft applications, including Office 365, ensuring smooth operations and resolving any application-related issues. Qualifications: • Experience: Proven experience in providing on-site IT support or a similar role. Minimum of 3+ years of relevant experience required. • Technical Skills: Strong knowledge of computer hardware, software, and networking. Proficiency in troubleshooting and resolving technical issues. • Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users. • Problem-Solving: Strong analytical and problem-solving skills. Ability to work independently and as part of a team. • Education: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). Preferred Skills: • Certifications: Relevant certifications (e.g., ITIL Foundation, Service-Now, Microsoft Certified IT Professional) are a plus. • Customer Service: Strong customer service orientation with a focus on delivering high-quality support. • Adaptability: Ability to adapt to new technologies and work in a fast-paced environment. Benefits: • Transport and Meal Allowance: Allowance as per company policy. • Additional Perks: Opportunities for professional growth, skill development, and mentoring within a supportive and dynamic team. Career Progression Path: At our company, we believe in nurturing talent and providing opportunities for growth. As an Enterprise Technical Support Engineer, you will have the chance to advance your career through various pathways: • Technical Specialist: Deepen your expertise in specific technical areas such as cybersecurity, cloud computing, or networking, and become a go-to specialist within the team. • Subject Matter Expert (SME): Develop in-depth knowledge in a particular domain and provide expert guidance and solutions to complex technical challenges. • Solutions Engineer / Architect: Design and implement comprehensive IT solutions, working closely with clients to understand their needs and architecting tailored solutions. • Team Lead: Take on a leadership role by managing a team of support engineers, coordinating efforts, and driving projects to completion. • IT Manager: Move into a management position where you will oversee IT operations, develop strategies, and ensure the efficient delivery of IT services across the organization. • Project Management: Transition into project management roles, leading IT initiatives, planning and executing projects, and collaborating with cross-functional teams. This role is ideal for someone with a strong background in IT support. It offers the potential for growth into more technical and process-driven responsibilities, making it a great opportunity for anyone looking to build a strong career in IT. We are committed to supporting your professional development through training programs, certification opportunities, and mentorship from experienced professionals. Join us and be part of a company that values your growth and success!