Desktop Support Engineer
- eClerx
- 2 - 5 years
- Mumbai
- 8 months ago
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Job Description
Key Responsibilities:
- Provide responsive, first-level IT support via email, phone, chat, and remote tools to resolve user issues related to desktops, laptops, printers, mobile devices, and basic networking.
- Deliver clear, patient, and user-friendly support to users across functions and geographies, with strong verbal communication as a core requirement.
- Troubleshoot and assist users with application access issues for Salesforce, SAP, Google Workspace, Exchange, and other key platforms.
- Resolve user-level Salesforce issues involving login, permissions, dashboards, reports, and general navigation, and route advanced issues to the Salesforce Admin team.
- Handle printer-related support requests, including configuration, driver troubleshooting, and print queue issues.
- Coordinate with backend or infrastructure teams for escalations related to databases, system errors, or third-party applications.
- Assist with onboarding and off boarding of users, including system setup and access provisioning.
- Maintain clear, concise documentation in the ticketing system, ensuring all communication and resolutions are well recorded.
- Participate in structured training for all in-scope applications and stay updated with new system processes and upgrades.
- Support knowledge sharing and contribute to the internal knowledge base for recurring issues and solutions.
- Support and route requests related to the following IT categories:
- Enterprise Hardware/Software
- Internet/Intranet Access
- Ops-Analyst Tools
- Security & Access Management
- Client Devices (desktops, laptops, printers)
- Data Warehouse Tools (basic triaging)
- Customer Service Platforms
Key Requirements:
- 25 years of IT helpdesk or desktop support experience in a professional environment.
- Proven ability to speak fluent, clear English and communicate technical information effectively to non-technical users.
- Experience with ticketing systems such as ServiceNow, Jira, or Freshdesk
- Hands-on experience supporting Salesforce CRM users (basic admin knowledge preferred).
- Exposure to enterprise applications such as SAP, Google Workspace, MS Exchange, or similar tools.
- Familiarity with Active Directory, Office 365, and remote support tools like TeamViewer, RDP, or Any Desk.
- Strong troubleshooting, organizational, and problem-solving skills.
- Comfortable handling a high volume of tickets while maintaining quality of service.
- Ability to work independently and collaboratively in a fast-paced support environment.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Desktop EngineerEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Mumbai+ View Contact
Keyskills: Outlook Configuration Ticketing Tools Freshdesk Google Workspace OS Installation ServiceNow SAP MS Exchange JIRA Office 365 Salesforce CRM Active Directory
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