Provide comprehensive IT technical support to end users through various channels, including onsite and remote assistance, troubleshooting Windows OS, Office applications, network issues, and hardware problems.

About the Company

Progressive Infotech Pvt. Ltd. is a leading IT transformation services provider founded in 1998. With over 27 years of experience, the company has grown to 130+ locations and 1200+ associates across India, USA, and the Middle East. Progressive Infotech delivers services across Cloud, Digital, and Operations domains, serving global clients with a strong focus on quality management certified for ISO 9001:2008, ISO 20000-1:2005, and ISO 27001:2005 standards. The company’s state-of-the-art Hybrid NOC in Noida supports its globally distributed customers. Progressive Infotech is committed to helping clients maximize returns on their IT investments and transform their digital landscape.

Role Overview

As a Desktop Support Engineer L1, you will be the first point of contact for end users requiring IT technical assistance. This role involves providing both onsite (desk-side) and remote support to resolve issues related to hardware, software, networking, and user accounts. You will work within defined SLAs to ensure timely resolution and maintain high customer satisfaction. This position is ideal for individuals looking to build a career in IT support and gain hands-on experience with a variety of technologies.

Key Responsibilities

• Provide IT technical support via phone, email, ticketing systems, and chat.
• Troubleshoot and resolve issues with Windows OS, Microsoft Outlook, Office applications, and desktop software.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and other peripherals.
• Manage user accounts, password resets, and group memberships using Active Directory.
• Perform basic network troubleshooting including DNS, DHCP, IP configuration, and connectivity issues.
• Handle hardware repairs, system assembly, component replacement, and upgrades.
• Install operating systems, drivers, applications, and security updates.
• Log, track, and close incidents and service requests in IT ticketing systems.
• Escalate complex issues to L2/L3 support or vendor teams and follow up until resolution.
• Coordinate with end users and internal teams to ensure seamless issue resolution.
• Maintain documentation of incidents, troubleshooting steps, and asset information.
• Assist with IT asset management and inventory tracking.
• Monitor customer satisfaction and suggest improvements.
• Follow IT policies, security procedures, and standard processes.

Tech Stack

• Operating Systems: Windows 10/11, Windows Server (basic knowledge).
• Productivity Software: Microsoft Office Suite (Word, Excel, PowerPoint), Microsoft Outlook.
• Directory Services: Active Directory (user management, group policies).
• Networking: TCP/IP, DNS, DHCP, LAN/Wi-Fi, VPN basics.
• Ticketing Systems: ServiceNow, Jira, or similar IT service management tools.
• Hardware: Desktops, laptops, printers, scanners, monitors.
• Other Tools: Remote desktop tools, antivirus software, system imaging tools.

• Experience: 1-2 years in a similar desktop support or IT helpdesk role preferred.
• Technical Skills:
  • Strong knowledge of Windows operating systems (Windows 10/11).
  • Proficiency in Microsoft Office Suite and Outlook.
  • Experience with Active Directory for user account management.
  • Basic network troubleshooting (DNS, DHCP, IP configuration, LAN/Wi-Fi).
  • Hardware troubleshooting and component replacement.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to prioritize tasks and work under pressure.
  • Customer service orientation.
• Education: Diploma or Bachelor's degree in Computer Science, Information Technology, or related field.
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP) preferred but not mandatory.

• Competitive salary package with performance-based increments.
• Opportunity to work with a global IT services leader.
• Exposure to diverse technologies and tools.
• Career growth path to L2/L3 support and other IT roles.
• Health insurance and other statutory benefits.
• On-the-job training and upskilling programs.