Desktop Support Engineer at SVN Systech India Pvt Ltd (2024-03 – Present)
- Installing Windows Operating system
- Troubleshoot BSOD, RAM failure, SMPS failure issues
- Managed user accounts in Active Directory, including user creation, modification, disabling, and deletion
- Assigned and modified user permissions in accordance with organizational access policies
- Install Network and Local Printers, Sharing and Troubleshooting issues
- Adding PC into Domain, Resolving Trust relation issues
- Worked on ticketing tools to log, track, and resolve customer issues
- Managed incident and service request tickets as per SLA
- Assigned and escalated tickets to relevant teams when required
- Updated ticket status and maintained accurate documentation
- Prioritized tickets based on severity and business impact
- Resolved Level 1 (L1) support tickets efficiently
- Followed up with users to ensure issue resolution and customer satisfaction
- Created and maintained knowledge base articles for recurring issues
- Maintained SLA of the tickets and solved issues as per priority
- Providing technical assistance to Remote location Engineers
- Coordinating with vendors for Warranty related issues
- Providing VPN access support to end users, Including account setup, Configuration and connectivity troubleshooting
- Configuration of MS Outlook, Troubleshooting Outlook issues, MFA Reset, pst Creations
- Troubleshooting system performance issues, Replacing RAM, Hard disk, Motherboard etc
- Providing support to remote users using Remote Support Tools
- Troubleshooting Desktops/Laptops of network problems
- Installing configuring network services DNS, DHCP
- Providing end-users support for VMwar & Citrix Workspace Desktop login and Remote access Issues
- Providing support for Mobile Intune and Boxer access Requests from End users
Desktop Support Engineer at Impact Infotech Pvt Ltd (2023-05 – 2024-03)
