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Desktop Support Engineer plays a crucial role in ensuring the smooth operation of technical systems, providing expert-level support to customers, and contributing to the improvement of products and services through technical expertise and leadership.

To meet the qualifications specified:

1. Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.

2. Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role.

3. Personal Traits: Being a natural helper and enjoying assisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage.

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping people with technical issues and your ability to communicate complex information in an understandable manner during the application.

Roles and Responsibilities

Technical Expertise:

Provide advanced technical support to customers and internal teams.

Troubleshoot complex technical issues related to software, hardware, or network systems. Perform root cause analysis for recurring issues and implement permanent resolutions.

Collaborate with development teams to escalate and resolve product issues. Maintain up-to-date knowledge of new technologies and industry trends.

Customer Support:

Act as a point of escalation for critical customer issues.

Communicate effectively with customers to understand their technical concerns. Manage and prioritize support tickets and customer inquiries.

Ensure timely resolution of customer issues according to service level agreements (SLAs). Provide training and guidance to junior support engineers.

Documentation and Reporting:

Document troubleshooting steps and solutions for knowledge base articles. Create and maintain technical documentation, including FAQs and user guides.

Generate regular reports on support activities, issue trends, and resolution metrics.

Quality Assurance:

Conduct quality assurance testing for new software releases or patches. Validate bug fixes and ensure they meet customer requirements.

Perform regression testing to identify potential issues before deployment.

Communication Skills:

Communicate technical information effectively to both technical and non-technical audiences. Provide regular updates to customers and stakeholders on issue status and resolution.

Participate in customer-facing meetings and conference calls as a technical expert. Troubleshooting and Problem-Solving:

Utilize diagnostic tools and resources to analyze technical issues. Develop creative solutions to complex technical problems.

Implement temporary workarounds and permanent fixes as necessary.

Compliance and Security:

Ensure compliance with data protection regulations and security best practices. Follow established protocols for handling sensitive customer information.

Required Skill Set: MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR, DLP Tools, Firewalls, VMware/ Citrix workspace Client setup troubleshooting, Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune, Firewall’s, DLP, EDR, Proxy concepts, Fundamental understanding of ITSM, ITIL, or CMDB.

A Desktop Support Engineer is responsible for providing technical support and assistance to end-users in an organization. This role involves troubleshooting hardware and software issues, ensuring that desktop systems are functioning efficiently, and maintaining a high level of customer satisfaction. 

Key Responsibilities:

- Respond to user inquiries and provide technical support via phone, email, or in-person.

- Diagnose and resolve hardware and software problems, including operating systems, applications, and network connectivity issues.

- Install, configure, and upgrade desktop hardware and software, ensuring compliance with company standards.

- Maintain inventory of desktop equipment and software licenses, ensuring proper documentation and tracking.

- Collaborate with IT teams to implement new technologies and improve existing systems.

- Provide training and support to users on new software applications and tools.

- Assist in the setup and deployment of new workstations and peripherals.

- Monitor and maintain system performance, applying updates and patches as necessary.

- Document technical procedures and solutions for future reference.

Qualifications:

- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.

- Proven experience in a desktop support role or similar technical support position.

- Strong knowledge of Windows and macOS operating systems, as well as common software applications.

- Familiarity with networking concepts and troubleshooting techniques.

- Excellent problem-solving skills and the ability to work under pressure.

- Strong communication skills, both verbal and written, with a customer-focused attitude.

- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

This role is essential for maintaining the productivity of employees by ensuring that their desktop environments are operational and efficient. A successful Desktop Support Engineer will be proactive, detail-oriented, and able to work independently as well as part of a team.

Position – I.T. Manager.

As an I.T. Manager, you will be responsible for managing all aspects of I.T. related to retail store operations and our Corporate office. Along with your team, you will be responsible for improving and updating software and hardware systems. This role also requires developing and implementing IT policies and best practice guides for the organization.

Responsibilities:

• Ensuring that retail systems are functional, recording accurate information and that data integrity is reflected in the relevant analytic reports.

• Configuring of new SaaS platforms and knowledge transfer to the relevant members on any new software or hardware platforms introduced in the Company.

• Running regular checks on network and data security.

• Developing in-house processes (SOP’s) for effective working.

• Maintaining the back end of eCommerce portals built on Shopify.

• Implementing end-to-end IT infrastructure initiatives and operations.

• Managing both hardware and software-related matters.

• Planning, organizing, controlling and evaluating IT and electronic data operations.

• Ensuring the security of data, access control levels, network access and backup systems.

• Auditing systems and assessing their outcomes.

• Preserving assets, information security and control structures.

 Candidate Qualifications & Skill Requirements:

• Must have at least 7-12 years of experience

• Excellent knowledge of computer hardware/software systems

• Hands-on experience with computer networks, network installation and administration.

• Experience in handling a multi-location set-up would be an advantage.

• Candidate with hands-on experience with ETP, Odoo Royal POS, Go Frugal and Shopify software will be an added advantage.

Reporting: – Chief Operations Officer

Location: Santacruz (W), Mumbai

About us:

Burgundy Brand Collective is one of India's fastest-growing specialty retail companies with stores in 9 cities. The company partners with best-in-class international luxury brands to offer Indians a window to the finest food and lifestyle themes from across the world. Our brand portfolio includes Royce’ Chocolate- a premium Japanese confectionery brand, Onitsuka Tiger - a leading Japanese fashion and lifestyle brand, Provenance Gifts – a marketplace for curated gourmet gifts, Papabubble – an artistic, youth-oriented global candy brand and Ligne Roset – a luxury French contemporary furniture brand. The plan is to aggressively (yet astutely) scale out a portfolio of international brands pan-India.

Qualifications: BCA/MCA, B.E/M.E, B.Sc/M.Sc (IT)

Roles & Responsibilities:

• To Look after Troubleshooting, Desktop, Laptop and workstation.
• To Handle Troubleshooting, LAN & WAN Networks.
• Handling of Microsoft Office Suite.
• Client-server, Peer-to-Peer logical networking with Windows 7 & 10 related work.
• IT Infrastructure Components. (Servers, Networking Products, Firewalls, Exchange)
• Configuration/Maintenance of Domain, Web Server & Firewall, and Anti-Virus Server.
• Configuration/Maintenance of CCTV, Access Control System.