Desktop Support Engineer, New Delhi

L1 Desktop Support Engineer – ESP Standard

1-3 years’ experience in IT infrastructure support, troubleshooting hardware, software, and operating system issues. As a Level 1 engineer, you will resolve issues while adhering to hardware warranty and customer security compliance standards.
  
Hardware Support & Troubleshooting:

• Hands-on experience in installing, troubleshooting, and repairing desktops, printers, laptops, and other computer peripherals. (Monitors, keyboards, mice, printers, fax machines, scanners)
• Ability to lift and move equipment weighing up to 50 lbs.
• Provide Smart Hands support for peripheral and networking hardware, including routers, switches, firewalls, racks, and cabinets. Smart Hands activities involve performing physical tasks on-site while following instructions from senior engineers or remote technical teams, or by adhering to predefined procedures. Level 1 deskside engineers are expected to execute these tasks as directed but do not engage in configuring or troubleshooting complex network infrastructure, which is escalated to Level 2 engineers as needed.

Software & OS Support:

• Experience to follow instructions for installing and troubleshooting desktop applications.
• Skilled in desk-side support and PC break/fix, with basic administration of Windows operating systems.
• Assist with anti-spyware and anti-virus software, including troubleshooting installation issues.
• Basic support for iOS/Android tablets, assisting with configuration and troubleshooting.
• Assist with software and operating system deployments using tools such as MSCM, WDS, or MDM solutions to install Microsoft Office, antivirus software, and company- specific applications. Level 1 deskside engineers support these deployments by following established procedures but do not take ownership of or troubleshoot enterprise deployment failures, which are escalated to Level 2 engineers when necessary.

Active Directory & Identity Management:

• Assist with basic user account management tasks in Active Directory, including password resets, account unlocks, and adding users to existing groups. Level 1 deskside engineers perform these routine tasks but do not engage in more complex account management or troubleshooting, which is escalated to Level 2 engineers as required.
• Assist with access permissions and escalate issues as needed to senior teams for complex Active Directory problems.
• Level 1 deskside engineers are not expected to troubleshoot complex security, firewall, or enterprise software issues.

Network & Connectivity Support:

• Basic knowledge of enterprise LAN and WAN setups, with the ability to troubleshoot simple connectivity issues.
• Familiarity with TCP/IP, DNS, DHCP, VPN, and RDP.
• Basic wireless network troubleshooting, including using diagnostic tools (ping, ipconfig, Wi-Fi analyzer).

Certifications:

• CompTIA A+ or equivalent entry-level IT certification (or acquired during employment).
• Basic awareness of ITIL processes, including Incident, Change, and Problem Management, Service Requests, and spare/buffer stock management.
• Customer site-specific certification may be introduced during induction.

Competency Requirements:

• Strong written and oral communication skills with clients and management.
• Excellent people skills for effective interaction with users and teams.
• Ability to meet deadlines and manage tasks efficiently.
• Strong deductive reasoning skills for troubleshooting issues.
• Capability to work independently with minimal supervision.
• Support of computer networks, as directed by senior technicians or service desk support.
• Proficient in ticket handling, adhering to client requirements.

Languages: The Desktop Engineer must demonstrate B2-level proficiency in both English and the relevant local language, as certified by the Common European Framework of Reference for Languages (CEFR), to ensure effective communication with end users and stakeholders. Higher proficiency levels, including mastery or native fluency, may warrant a rate adjustment.

What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.
Salary:
We offer a competitive range based upon suitability or experience. We have opportunities across L1 / L2 levels.
Benefits:

• Medical/Dental/Vision Insurance coverage
• PTO time
• Perkbox discounts
• Commuter Program
• Parking on-site

  
Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.
Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.
We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.
Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.
Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.
  
ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace.