We are looking for a skilled and dedicated Desktop/Laptop Support Engineer to join our IT team and provide comprehensive technical support for desktops and laptops within our organization. The ideal candidate possesses a strong aptitude for troubleshooting hardware and software issues, a passion for delivering exceptional customer service, and the ability to work effectively in a dynamic and fast-paced environment.

Responsibilities:

• Provide timely and effective technical assistance to end-users for desktop and laptop hardware and software issues.
• Diagnose and troubleshoot hardware and software problems, resolving them efficiently to minimize downtime and disruptions.
• Install, configure, and maintain operating systems, applications, and drivers on desktops and laptops.
• Collaborate with other IT teams to ensure seamless integration and functionality of hardware and software components.
• Prioritize, track, and manage support requests using ticketing systems.
• Escalate complex issues to higher-level support or specialized teams when necessary, ensuring timely resolution.
• Document troubleshooting steps, resolutions, and best practices for future reference.
• Perform hardware upgrades, replacements, and repairs as required.
• Conduct regular preventive maintenance on desktops and laptops to optimize performance and extend their lifespan.
• Provide user training and guidance on proper usage of hardware and software tools.
• Assist in developing user documentation and self-help resources to empower users to resolve common issues independently.
• Offer remote support to off-site and remote employees, ensuring consistent and high-quality assistance regardless of location.
• Collaborate with IT teams to identify and implement improvements in hardware and software deployment processes.
• Communicate technical information and updates to non-technical users in a clear and understandable manner.
• Ensure desktops and laptops are properly configured, updated, and patched to maintain security and compliance standards.
• Participate in security initiatives, such as malware detection and removal, and user awareness campaigns.

Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent work experience.
• Proven experience as a Desktop/Laptop Support Engineer or similar role.
• Strong knowledge of desktop and laptop hardware components and troubleshooting techniques.
• Proficiency in Windows and macOS operating systems.
• Familiarity with software deployment and remote desktop tools.
• Excellent problem-solving and analytical skills.
• Exceptional communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

Benefits:

• Medical facility for employees, spouse, and children.
• Performance-based bonus.
• Project-based bonus.
• Referral bonus.
• Provident fund.
• Transportation service.
• Holidays, vacations, casual leaves, and sick leaves.
• Leave encashment.
• Opportunity to travel abroad and gain international exposure.
• Opportunity to work and live in the U.S. and get qualified for H-1B Visa.
• Professional career growth opportunities as we grow our team.