We are seeking a proactive and customer-focused Desktop Support Engineer to provide Level-1/Level-2 IT support for end users in our Mumbai office. The role involves troubleshooting hardware, software, networking, and system issues, ensuring smooth day-to-day IT operations, and maintaining high service standards.
End-User Support
- Provide on-site and remote support for laptops, desktops, printers, scanners, and mobile devices.
- Install, configure, and troubleshoot Windows 10/11, Microsoft Office 365, and standard business applications.
- Handle user access requests, password resets, and profile troubleshooting (Windows AD / Azure AD / M365).
- Support collaboration tools such as Teams, Zoom, and WebEx.
Hardware & Software Management
- Perform system builds, OS imaging, patching, and software deployment.
- Coordinate with vendors for hardware repair and replacement.
- Maintain asset inventory for all IT equipment (laptops, accessories, peripherals).
Network & Security Support
- Basic troubleshooting of LAN/Wi-Fi connectivity, VPN, and network printers.
- Ensure compliance with IT security policies, endpoint protection tools, and regular updates.
- Support MFA, BitLocker encryption, and endpoint monitoring tools.
Service Desk Operations
- Log and track incidents and service requests in the ITSM system (IVANTI, Freshservice, etc.).
- Ensure timely resolution within defined SLAs.
- Escalate issues to L2/L3 teams when required.
Office IT Support
- Assist in meeting room setup, AV systems, and conference equipment.
- Support new joiner onboarding and IT inductions.
- Participate in periodic audits, preventive maintenance, and housekeeping of IT areas.
Required Skills & Qualifications
- 2–3 years of experience in desktop / IT support roles.
- Strong knowledge of Windows 10/11, M365, Outlook, AD, and basic networking concepts.
- Hands-on experience with laptop/desktop troubleshooting (Dell/Lenovo preferred).
- Understanding of IT security practices, antivirus, and patch management.
- Good communication skills, problem-solving ability, and customer service orientation.
- Ability to work independently and handle tasks in a fast-paced environment.
Top Skills
What We Do
Puma Energy is a leading global downstream energy business, safely providing energy in more than 35 countries, primarily across central America and Sub-Saharan-Africa. Our downstream business segments include fuels, aviation, lubricants, LPG and bitumen.
Our purpose is Energising Communities to help drive growth and prosperity by sustainably serving our customers’ needs in high potential countries around the world.
What to find out more and be part of our Puma Energy team? Take a look at our latest job posts and get in touch!
