Job Description

Our client is currently seeking a Desktop Support Technician


Working days: Monday to Wednesday
Timing: 8 AM to 5 PM

• Provide Level 2 desktop support for end users, handling incidents and requests escalated from Level 1 support.
• Deliver in-person (walk-up/onsite) and remote technical support as required.
• Diagnose, troubleshoot, and resolve hardware and software issues on Windows desktops and laptops.
• Perform break/fix support, including component-level repair of PCs and peripheral devices, while delivering concierge-level customer service.
• Deploy, configure, and upgrade new and replacement PC equipment, including data migration and user setup.
• Act as hands-and-feet support for data room and infrastructure devices, following instructions from specialized teams (Network, Windows/Intel, Applications, etc.).
• Triage reported issues to identify root cause and determine appropriate resolution paths.
• Coordinate with OEM vendors to facilitate warranty repairs or device replacements.
• Maintain accurate records of PC inventory, replacements, repairs, and asset lifecycle data.
• Proactively update service tickets and communicate status and resolution details to end users.
• Ensure all services are delivered in alignment with defined Service Level Agreements (SLAs).
• Use the Remedy ticketing system to manage incidents, service requests, and documentation.

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