Desktop Support Engineer
Black Box · Mumbai
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.
Networking Support L1:
Identify and respond to network alerts and outages and perform initial analysis of network performance issues.
Verify network device status and interface utilization, Check interface status, link failures, and bandwidth usage.
Identify and troubleshoot network-related incidents including DNS, DHCP, IP conflicts, VPN access, and wireless connectivity issues.
Coordinate with Network Operations teams for escalation and resolution of complex network problems.
Support network infrastructure moves, additions, and changes, including workstation and peripheral connectivity.
Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
Collaboration & Documentation:
Work closely with IT Security, Infrastructure, and Service Desk teams.
Maintain detailed documentation, SOPs, and knowledge base articles.
Provide solutions to user issues by identifying problems, train users in basic problem resolution and understanding how to make efficient use of their PCs
Respond to user requests and service issues in a timely and professional manner
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