Job Title

Job Summary We are looking for a proactive and customer-focused Desktop Support Engineer to provide remote technical support to end users across multiple locations in India. The ideal candidate will troubleshoot hardware, software, and network-related issues, ensuring minimal downtime and a high level of user satisfaction in a remote support environment. Key Responsibilities Provide remote L1/L2 desktop support to end users via phone, email, chat, and remote tools Diagnose and resolve hardware, software, OS, and application-related issues Install, configure, and support Windows and macOS operating systems Troubleshoot issues related to MS Office, Outlook, Teams, VPN, and enterprise applications Manage user accounts, access, and permissions using Active Directory and Azure AD Handle incidents, service requests, and changes using ITSM tools (ServiceNow, Jira, etc.) Escalate complex issues to L3 teams and follow up until resolution Maintain proper documentation, SOPs, and knowledge base articles Ensure SLA compliance and high customer satisfaction Required Skills & Qualifications Bachelor’s degree or diploma in IT, Computer Science, or a related field 2–4 years of experience in Desktop / IT Support or similar role Strong knowledge of Windows OS, basic macOS, and desktop hardware Hands-on experience with Active Directory, Office 365, and basic networking concepts Experience with remote support tools (AnyDesk, TeamViewer, RDP, etc.) Understanding of ITIL processes (Incident, Problem, Change Management) Good communication skills and customer-service mindset Ability to work independently in a remote setup