Desktop Support Engineer

Black Box


Date: 2 weeks ago
City: Mumbai, Maharashtra
Contract type: Full time
Job Responsibilities

 JOB DESCRIPTION

  • 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

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