Desktop Support Engineer

Location: Mumbai

Timings: Rotational

Position Summary:

The position is primarily responsible for face-to-face and remote technical support of Black Box employees using desktops and laptops in a Windows environment. We are seeking a skilled Desktop Engineer to join our IT team. The ideal candidate will have hands-on experience with Microsoft Intune, Autopilot, and ManageEngine Desktop Central. This role involves managing and optimizing our desktop infrastructure, ensuring seamless deployment, and maintaining high security standards.

***Attendance in the office is mandatory***

Job Responsibilities:

• Endpoint Management & Deployment:

  • Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.

  • Configure, test, and deploy hardware and software to users both locally and remotely

  • Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers

  • Diagnoses and resolves problems related to the operation of PCs on the network

  • Administer and enforce compliance policies and configuration profiles.

  • Oversee application packaging, deployment, and Windows update policies.

  • Troubleshoot and support hardware/software issues on Windows OS.

• ManageEngine Desktop Central:

  • Configure and manage endpoint devices using ManageEngine Desktop Central.

  • Automate patch management, software deployment, and asset management.

  • Monitor and optimize system performance and security.

• Collaboration & Documentation:

  • Work closely with IT Security, Infrastructure, and Service Desk teams.

  • Maintain detailed documentation, SOPs, and knowledge base articles.

• Troubleshoot and repair break/fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone using remote support software
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support

• Technical Skills:

  • Deep understanding of Windows 10/11, Office 365, and MDM policies.

  • Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.

  • Experience with virtual desktop administration (e.g., Windows 365, Citrix).

  • Extensive experience with Win 10/11 OS - Control panel, System settings, networking, device manager.

  • Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools

  • Microsoft Outlook - OST/PST, Email Profiles, Shared Folders, Archives, Add-on's and Webmail.

  • Networking - IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic's.

  • Active Directory Password resets and User properties.

  • Working knowledge of Microsoft Teams audio/video conferencing systems

  • Laptop backup using Veeam

• Soft Skills:

  • Excellent communication and documentation abilities.

  • Strong problem-solving skills and attention to detail.

Personal Qualifications

• Degree in Information Technology or related field with 5-8 Years of relevant hands-on experience in a customer... focused networked PC environment.
• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
• Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
• The ability to diagnose, isolate and troubleshoot networking components both remotely and locally.
• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Supervisory Responsibility:

• This position has no direct reports