Desktop Support Engineer (Client : Jio Platform Limited) JPL

Role & responsibilities :

• Provide onsite desktop support to end-users, ensuring smooth functioning of IT systems and minimal downtime.
• Deliver hands-on (touch) and remote (eyes-on) support in coordination with central IT teams and external vendors.
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Handle hardware and software issues, including OS installations, upgrades, and patching.
• Manage and resolve incidents through the ITSM ticketing system, ensuring timely updates and closures as per SLAs.
• Provide first-level diagnosis and resolution for technical issues; escalate critical (Severity 1) incidents to L3 support teams when required.
• Ensure system performance, security, and compliance standards are maintained.
• Support users during peak periods or high-demand situations, ensuring uninterrupted IT services.
• Offer basic user training and guidance on new hardware, software, and best practices.
• Coordinate with vendors for asset management, repairs, and replacements.
• Maintain proper documentation of issues, solutions, and system configurations.
• Ensure quick response and resolution to minimize business disruption and maintain operational continuity.