About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority, and your work truly makes an impact? Join Epicenter.
About the job
The Desktop Engineer – L1 will be responsible for providing first-level technical support to end users for desktop, laptop, and peripheral-related issues. The role focuses on ensuring smooth day-to-day IT operations by resolving incidents, fulfilling service requests, and maintaining a high standard of user support in line with defined service levels.
The incumbent will work closely with the Help Desk, Network, and Infrastructure teams to escalate complex issues and ensure timely resolution while adhering to organizational IT policies and procedures.
Location/Hours
Bhayander/Flexibility required for rotational shifts, on-call support, or extended hours during incidents or maintenance activities.
Job Responsibilities / Expectations
- Provide first-level support for desktops, laptops, printers, scanners, and other end-user peripherals.
- Diagnose and resolve issues related to Windows OS, MS Office / Microsoft 365 applications, and standard enterprise software.
- Handle user incidents and service requests through the ITSM/ticketing system, ensuring timely updates and closures.
- Perform installation, configuration, and troubleshooting of desktop operating systems and applications.
- Support user onboarding and offboarding activities, including system setup, access provisioning, and asset handover.
- Assist in managing IT asset inventory, tagging, and documentation.
- Coordinate with internal IT teams and vendors for hardware repairs, replacements, and escalations.
- Ensure compliance with IT security policies, endpoint protection standards, and access control procedures.
- Maintain proper documentation of procedures, known issues, and resolutions.
- Provide basic user guidance and training to improve awareness and reduce recurring issues.
Minimum qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 1 to 3 years of experience in a desktop support or IT help desk role.
- Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
- Basic understanding of networking concepts such as LAN, Wi-Fi, IP addressing, and printers.
- Experience using ITSM/ticketing tools.
- Good communication skills and a customer-service-oriented approach.
Desired qualifications
- Certifications such as Microsoft Certified Desktop Support Technician (MCDST), CompTIA A+, or equivalent.
- Awareness of Active Directory
- Experience supporting enterprise environments and multi-location users.
- Awareness of endpoint security tools such as antivirus, EDR, and disk encryption.
- Ability to work in a team-oriented, SLA-driven support environment.
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years. Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.