Desktop Engineer

About Cyfuture

Established in 2001, Cyfuture supports a diverse range of businesses with innovative IT solutions designed to enhance performance and brand presence. Renowned globally for exceptional service standards and robust IT infrastructure management, Cyfuture employs over 2000 experts servicing sectors such as e-commerce, retail, IT, software services, education, banking, finance, and government organizations. Our client-centric approach combines technical expertise with business needs to deliver timely, effective results. We focus on exceptional customer experience by consistently monitoring performance metrics and adopting advanced technology systems to keep clients future-ready. Cyfuture operates modern Tier III data centers in Noida and Jaipur with global physical offices across India, USA, and UK. The company holds notable certifications, including CMMI Level 5, ISO 20000-1:2011, PCI-DSS, SSAE 16 SOC II, ISO 27001:2013, and others.

Role Overview

We seek a skilled Desktop Support Engineer based in Surat to provide comprehensive technical assistance to employees. This includes ensuring smooth functioning of desktops, laptops, printers, applications, and basic network services. The position requires troubleshooting hardware and software issues, handling user requests via an IT ticketing system, and maintaining asset documentation.

Key Responsibilities

• Provide first and second-level support via phone, email, chat, remote tools, and onsite visits.
• Troubleshoot and maintain desktops, laptops, monitors, docking stations, printers, scanners, and peripherals.
• Install, configure, upgrade, and maintain Windows OS and business applications.
• Set up and support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Resolve Outlook-related problems like email, mailbox, calendar, login, and sync issues.
• Create user accounts, manage passwords, and handle access and licensing.
• Perform basic LAN, Wi-Fi, IP, DNS, DHCP, VPN, and internet troubleshooting.
• Install and troubleshoot network and local printers, including drivers and connectivity.
• Identify hardware issues involving RAM, storage, power supplies, motherboards, and components.
• Deploy new computers, software, antivirus, patches, and security updates.
• Log, track, prioritize, and close incidents and service requests within SLA timeframes.
• Escalate complex problems to system, network, security, or application teams.
• Maintain IT asset records, hardware inventory, user documentation, and knowledge bases.
• Support onboarding and offboarding processes including workstation setup and asset management.
• Adhere to IT security, backup, change management, and acceptable use policies.
• Provide users with guidance and training on IT systems and applications.

Required Skills and Knowledge

• Proficient in Windows 10/11 administration and troubleshooting.
• Strong understanding of computer hardware, peripherals, drivers, BIOS, and device management.
• Basic networking skills including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN technologies.
• Experience with Active Directory or Microsoft Entra ID.
• Familiarity with Microsoft Office and Microsoft 365 applications.
• Knowledge of ticketing or IT service management tools such as ServiceNow, Freshservice, Jira, or Remedy.
• Awareness of antivirus solutions, endpoint security, OS patching, and basic cybersecurity practices.
• Competence in remote support tools like Remote Desktop, AnyDesk, or TeamViewer.
• Basic command-line troubleshooting using ipconfig, ping, tracert, and nslookup.
• Excellent analytical, problem-solving, communication, and customer service abilities.
• Ability to prioritize multiple tasks and meet SLA requirements.

Educational Requirements

A diploma, BCA, B.Sc. in Computer Science, B.Tech/BE, MCA, or equivalent IT qualifications are required.