Job Description
Job Title:  System Engineer L1
City:  Bengaluru, Pune
State/Province:  Karnataka, Maharashtra
Posting Start Date:  3/3/26

System Engineer L1
Job Description: 

Job Description

Do

•    Excellent communication skills
•    Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. 
•    Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. 
•    Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support 
•    Answer incoming calls and respond to customer’s emails in timely manner. 
•    Manage and resolve customer complaints. 
•    Identify and escalate issues to supervisors as and when needed. 
•    Provide product and service information to customers. 
•    Research required information using available resources and Offer Solution to customers. 
•    Research, identify, and resolve customer complaints using applicable software. 
•    Route calls and tickets to appropriate resources and Domains who can best support he user, 
•    Document all call information according to standard operating procedures. 
•    Recognize, document, and alert the management team of trends in customer calls. 
•    Create SOPs for new Issues and resolution given. 
•    Complete call logs and reports.

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Job Description (JD)

Job Title

Desktop Resources / Desktop Support Engineer

Role Summary

The Desktop Resource is responsible for providing end-user IT support through effective troubleshooting, maintenance, and configuration of desktops, laptops, peripherals, and applications. The role ensures timely resolution of incidents and service requests within defined SLAs while maintaining high standards of customer service and communication.

Key Responsibilities

  • Provide day-to-day troubleshooting for Incidents and Problems reported by users and ensure timely updates in the ticket logging tool.
  • Diagnose and resolve desktop and laptop OS-related issues.
  • Perform installation, re-installation, configuration, and troubleshooting of:
    • Desktops and laptops
    • Printers and scanners
    • Approved software and applications
    • Email clients
  • Install antivirus software and ensure virus definition updates on systems where automatic updates have failed.
  • Install approved OS and security patches on desktops/laptops where automatic updates have failed.
  • Identify and remove viruses/malware from affected systems.
  • Handle IMAC activities (Install, Move, Add, and Change) for pre-approved, low-impact requests.
  • Perform OS builds using approved images.
  • Troubleshoot and resolve hardware issues related to Wipro, IBM, HP, Dell, and other vendor desktops/laptops.
  • Analyze, diagnose, and resolve technical problems efficiently within agreed SLA timelines.
  • Support desktop/phone setup for new or ongoing projects.
  • Work collaboratively with local and global teams.
  • Reduce repetitive incidents through proactive analysis and corrective actions.
  • Follow quality standards, processes, and documentation practices.
  • Demonstrate strong client-facing communication skills.
  • Be flexible to work in shifts, including long working hours and 24x7 operations, based on project requirements.

Qualification / Certification

  • Graduation (any discipline with IT exposure)
  • ITIL Certification – Optional

Experience

  • 2 – 4 years of relevant experience in Desktop Support / End User Computing

Expected Skills & Competencies

Technical Skills

  • Experience in administering:
    • Desktops and laptops
    • Servers
    • Printers and peripherals
  • Strong troubleshooting skills for:
    • Operating Systems
    • Applications and end-user software
  • Hands-on experience with Windows XP / 7 / 8 Client & Server OS.
  • Good working knowledge of:
    • Active Directory
    • Group Policies
    • WINS, DNS, DHCP
    • Windows Terminal Server
    • TCP/IP networking
  • Knowledge of network infrastructure, including:
    • Hardware and software
    • Ethernet cabling
    • Ports and IP addressing
  • Experience with imaging tools such as WDS, Ghost, or equivalent.

Behavioral & Professional Skills

  • Excellent interpersonal and communication skills with the ability to support VIP users.
  • Strong problem-solving and analytical capabilities.
  • Proactive mindset with continuous improvement orientation.
  • Ability to work under pressure and meet tight deadlines.
  • Effective time management and prioritization skills.
  • Self-motivated, goal-oriented, and customer-service focused.
  • Flexible and adaptable to dynamic work environments.

 
Information at a Glance

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