Desktop Support Engineer

Overview

In this role you provide on-site EUC support to client locations, handling desktop needs for users including VIPs. You work with cross-functional teams to log and triage incidents, aiming for fast resolutions and high customer satisfaction. You will follow ITSM processes, escalate when needed, and participate in on-site meetings and IT drills. This is a hands-on, client-facing role that shapes end-user experience and supports a modern, transformation-driven IT environment.

Responsibilities

• Provide on-site EUC support at client locations
• Deliver field-based desktop support to end users including VIPs
• Log, categorize, and validate incidents in ITSM tool
• Perform first-line and second-line EUC troubleshooting for high first-time-fix rates
• Route tickets to appropriate resolver groups and escalate per SLAs
• Participate in onsite meetings with the Wipro Field Services Lead
• Support and participate in regular IT drills conducted by CBL
• Maintain clear documentation, ticket updates, and handovers

Key requirements

• Windows 11 desktop/laptop support experience
• Hardware diagnostics, break/fix, device swaps, peripherals support
• Proficiency with Microsoft 365 applications
• Active Directory / Entra ID knowledge
• Intune / Endpoint Manager expertise (Autopilot, Laptop Build)
• PowerShell scripting
• VPN, MFA, and network connectivity troubleshooting
• Printer and scanner onsite support
• Strong communication and customer service, especially for VIP users
• ITIL-based incident and service request management understanding

• Strong communication
• Customer service orientation
• Ability to work with VIP users
• Windows 11 desktop support
• Hardware diagnostics and peripheral support
• Microsoft 365 (Outlook, Teams, OneDrive, Office)

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