IT Customer Service Representative

Role : Desktop Support Engineer

Career Level : 12

Experience : 1 to 2 years

Location : Vikhroli West, Mumbai, Maharashtra 400079

Work Mode : Work From Office (WFO)

Shift Timings : 24 / 7 rotational shifts

Number of Positions : 1

Job Description :

We are looking for a Desktop Support Engineer to provide technical assistance to users and ensure the smooth operation of IT systems. The role involves troubleshooting hardware and software issues, managing user support requests, and maintaining system performance in a 24 / 7 work environment.

Key Responsibilities :

Provide technical support for desktops, laptops, printers, and other peripherals.

Install, configure, and troubleshoot Windows OS and standard software applications.

Handle user incidents and service requests via ticketing tools within defined SLAs.

Support network connectivity issues including LAN, Wi-Fi, and VPN.

Perform system upgrades and regular maintenance.

Coordinate with IT teams for escalations and issue resolution.

Maintain asset inventory and documentation for all IT hardware and software.

Ensure compliance with security and access control policies.

Required Skills & Qualifications :

Bachelor's degree in Computer Science, IT, or related field.

1 to 2 years of experience in desktop support or IT helpdesk roles.

Strong knowledge of Windows OS, MS Office, and basic networking.

Good understanding of Active Directory, Outlook configuration, and remote support tools.

Excellent troubleshooting, communication, and customer service skills.

Ability to work in 24 / 7 rotational shifts.