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Indus Systems & Services

Desktop support Engineer

Indus Systems & Services Mumbai Suburban District, Maharashtra, India · ₹350K/yr

Information Technology & Services · 51-200 employees

6 d ago
support-engineer Mid (2-5 yrs) Full-time India
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About the role

The Desktop Support Engineer will provide both on-premises and remote technical support for hardware, software, and network connectivity. Responsibilities include managing user accounts, preparing laptops for onboarding, and maintaining IT asset reports.

What they look for

Desktop Support Hardware Troubleshooting Remote Support VPN Wi-Fi Connectivity Active Directory IT Asset Management Antivirus Management Software Installation Video Conferencing Setup

Requirements

The candidate should have 1-3 years of experience in desktop support and technical troubleshooting. Proficiency in managing VPNs, Active Directory, and financial application security is required.

Full description

Statement of Work (SOW)

1. Purpose

This Statement of Work ("SOW") defines the desktop support services to be provided for our financial company. The support covers on-premises users at our main offices and remote users across India (PAN India).

2. Scope of Work

The Desktop Support Engineer will handle the following duties:

  • On-Premises Support

o Fix hardware issues for desktops, laptops, printers, and desk phones.

o Set up meeting rooms with video tools.

o Help users face-to-face with daily computer problems.

  • Remote Support (PAN India)

o Guide remote workers across India using safe remote-control software.

o Trouble-shoot home Wi-Fi connectivity and VPN (Virtual Private Network) tools.

o Ship replacement laptops and coordinate pick-ups for broken devices.

  • Software & Security

o Install and update approved financial applications.

o Ensure all computers have active antivirus tools.

o Follow strict financial data security rules.

  • User Setup

o Prepare new laptops for onboarding employees.

o Clean and reset computers when employees leave.

o Manage user accounts in Active Directory.

3. Service Levels and Hours

  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
  • Response Time:

o High Priority (VIP/Trading floor down): Within 15 minutes.

o Medium Priority (Work affected): Within 1 hour.

o Low Priority (General question): Within 4 hours.

4. Deliverables

  • Daily updates on closed and open support tickets.
  • Weekly IT asset reports showing available laptops.
  • Monthly summary of common technical issues.

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