Desktop Support Engineer at AHEAD

Gurugram, Haryana, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Cloud ComputingIndustries

Requirements

5+ years in a desktop support role
Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS), iOS and Android devices
Prior exposure to remote support tools such as Bomgar
Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black
Capable of supporting VOIP, teleconferencing systems, and communications tools such as Webex or Microsoft Teams
Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)
Technical troubleshooting and problem-solving capabilities
Organized and able to shift tasks as priorities evolve
Team-oriented collaborator willing to share knowledge and experience
Solid communicator with the ability to provide professional documentation

Responsibilities

Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely
Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
Escalate unresolved issues to the appropriate level of the IT Operations team
Properly record incident actions and follow-up details into the IT ticketing system
Provide troubleshooting and technical support for Windows and macOS laptops
Provide troubleshooting and technical support for Microsoft 365 desktop and web applications
Provide troubleshooting and technical support for cloud applications and productivity tools
Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc
Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team
Assist with the creation of user accounts and setting up new users
Assist with password resets, multi-factor authentication, and user account management
Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides

Skills

Key technologies and capabilities for this role

Desktop SupportEndpoint HardwareTroubleshootingIT SupportLaptop ProvisioningApplication DeploymentOffice TechnologyCustomer SupportTechnical AssistanceIncident Response

Questions & Answers

Common questions about this position

What kind of work arrangement does this role involve?

The role requires being a customer-facing onsite representative and providing on-site support for office technology, while also supporting a remote workforce.

What technical skills are required for the Desktop Support Engineer position?

Required skills include troubleshooting and technical support for Windows and macOS laptops, Microsoft 365 desktop and web applications, cloud applications and productivity tools, as well as on-site office technology like printers and A/V conferencing.

What is the company culture like at AHEAD?

AHEAD prioritizes a culture of belonging where all perspectives and voices are represented, valued, respected, and heard, empowering everyone to speak up and drive change, as an equal opportunity employer embracing diverse candidates.

What makes a strong candidate for this Desktop Support Engineer role?

Ideal candidates are collaborative team players comfortable supporting a remote workforce, with exceptional analytical, communication, and follow-up skills, a drive to learn, and emphasis on customer support.

What is the salary or compensation for this position?

This information is not specified in the job description.

AHEAD

Digital transformation and cloud consulting services

About AHEAD

AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.

Chicago, IllinoisHeadquarters

2007Year Founded

BUYOUTCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Risks

Emerging cloud service providers offer similar services at lower costs.

Rapid technological advancements may outpace AHEAD's solution updates.

Economic downturns could reduce spending on digital transformation projects.

Differentiation

AHEAD specializes in digital transformation with a focus on cloud solutions.

The company achieved Gold Cloud Platform Competency with Microsoft Azure.

AHEAD offers tailored solutions for cloud migration and infrastructure optimization.

Upsides

Increased demand for hybrid cloud solutions aligns with AHEAD's expertise.

Growing interest in AI-driven IT operations presents new opportunities for AHEAD.

The rise of edge computing offers AHEAD opportunities in edge-to-cloud solutions.

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