Desktop Site Support Engineer

Overview

The Desktop Site Support Engineer provides onsite IT support to end users and ensures the reliable operation of desktop computing environments, hardware, software, and IT services at the assigned site. The role supports endpoint management, IT asset lifecycle activities, onboarding and offboarding, incident resolution, and IT projects in coordination with central and distributed IT teams.

What you'll do

• Provide onsite technical support for hardware, software, operating system, and connectivity-related issues.
• Troubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, printers, and other IT peripherals.
• Perform laptop provisioning, imaging, configuration, deployment, reimaging, and replacement activities.
• Support Windows 11 endpoint environments and troubleshoot operating system-related issues.
• Support endpoint management activities using Microsoft Intune, Windows Autopilot, Entra ID, and related Microsoft technologies.
• Install, configure, and troubleshoot standard corporate applications and software.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and related services.
• Troubleshoot VPN, network connectivity, authentication, MFA, and remote-access issues.
• Support new-hire onboarding, including laptop preparation, software installation, device assignment, and user setup.
• Support employee offboarding, including device recovery, data/access coordination, and asset updates.
• Manage accurate IT asset and inventory records.
• Coordinate hardware repairs, replacements, warranty claims, and vendor support activities.
• Monitor and manage incidents and service requests through the IT ServiceNow management system.
• Update tickets with troubleshooting details and resolve them within defined SLA targets.
• Escalate complex technical issues to appropriate central IT or engineering teams.
• Coordinate with Network, Security, Application, Infrastructure, EUX/Desktop Engineering, and other IT teams for issue resolution.
• Provide onsite support for IT projects, office moves, hardware refreshes, migrations, and technology deployments.
• Follow IT policies, security standards, procedures, and change-management processes.
• Create and maintain technical documentation, knowledge articles, standard operating procedures, site IT documentation, floor plans, equipment records, and support procedures.
• Communicate issue status, resolution, and expected timelines clearly and professionally to users.
• Assist with IT audits, asset verification, periodic inventory reconciliation, testing and deployment of new technologies, pilot programs, technology rollouts, troubleshooting, testing, and validation of new configurations.
• Provide technical assistance during major incidents and business-critical events.
• Participate in knowledge-sharing sessions and contribute to continuous improvement of desktop support processes.
• Identify recurring issues and recommend process or technical improvements.
• Perform other IT support duties and special projects as assigned.

What you'll need

• 2–5 years of experience in desktop support, IT support, EUX, service desk, or onsite technical support.
• Experience providing hands-on support in a corporate or enterprise IT environment.
• Experience supporting Windows 10/11 operating systems and Microsoft 365 applications.
• Experience with Entra ID/Active Directory, VPN, MFA, and basic network troubleshooting.
• Experience with IT asset management, hardware deployment, repair, and replacement processes.
• Strong troubleshooting and problem-solving skills.
• Good knowledge of Windows operating systems, Microsoft 365, and common desktop applications.
• Knowledge of Microsoft Intune, Windows Autopilot, Entra ID, and endpoint management.
• Perform Windows device enrollment, provisioning, configuration, and troubleshooting through Microsoft Intune.
• Support device reset, re-enrollment, reimaging, and redeployment during laptop replacement, user transitions, and device lifecycle activities.
• Work with Endpoint Engineering, Security, and other central IT teams to troubleshoot and resolve complex Intune and endpoint management issues.
• Understanding of Active Directory, user accounts, permissions, authentication, and Group Policy concepts.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network troubleshooting.
• Knowledge of laptop/desktop hardware, peripherals, docking stations, printers, and related technologies.
• Ability to diagnose hardware and software issues and determine appropriate resolution or escalation.
• Strong customer service and communication skills.
• Ability to explain technical issues and solutions clearly to technical and non-technical users.
• Ability to prioritize multiple incidents, service requests, and project activities.
• Strong documentation and ticket-management skills.
• Ability to work independently and collaboratively with distributed IT teams.
• Strong attention to detail and commitment to following IT processes and security standards.
• Willingness to work in a 24x7 shift-based environment, including rotational shifts, as required by business needs.
• Ability to work onsite at the assigned company location.
• Ability to provide hands-on support for laptops, desktops, peripherals, and other IT equipment.
• Ability to occasionally support IT activities outside standard business hours during planned maintenance, migrations, deployments, or critical incidents.
• Ability to handle multiple priorities in a fast-paced enterprise IT environment.
• Willingness to participate in IT projects, technology refreshes, migrations, and site initiatives.
• Ability to maintain confidentiality and follow company information-security and data-protection requirements.
• Strong professional communication skills and a customer-focused approach.

Nice to have

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related technical field.
• Experience with endpoint management technologies such as Microsoft Intune and Windows Autopilot.
• IT certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL.

Details

• Location: Accendra India.
• Work onsite at the assigned company location.
• Work in a 24x7 shift-based environment, including rotational shifts, as required by business needs.
• Occasionally support activities outside standard business hours during planned maintenance, migrations, deployments, or critical incidents.