Nine Hertz India Pvt Ltd

About the Opportunity - The Desktop Support Engineer at NineHertz India Pvt. Ltd. is responsible for providing efficient and timely technical support to employees, ensuring the smooth operation of desktop systems, hardware, and software. This role is critical to maintaining a productive work environment for development teams by troubleshooting issues, managing system installations and updates, ensuring IT security compliance, and overseeing IT asset management.
Role &amp; Responsibilities - Resolve 95% of assigned tickets within SLA (e.g., 4–8 business hours for L1 incidents). - Maintain minimum 4.5/5 user satisfaction score (feedback surveys after ticket closure). - Diagnose and resolve 80–90% of OS/network/app issues independently; escalate only 10–20% of cases to higher support levels. - Ensure 100% OS/software updates applied on schedule (monthly/quarterly). - Complete preventive maintenance for all endpoints once per quarter. - Maintain 100% accurate and up-to-date asset register (laptops, desktops, peripherals, licenses). - Track lifecycle and plan replacements at least 90 days before EOL. - Ensure zero missing assets during audits. - Ensure 100% system compliance with antivirus, patch management and access controls. - Report security incidents within 30 minutes of detection. - Process new joiner/leaver account requests within 24 hours. - Maintain zero unauthorized access accounts (monthly reviews). - Work with infra/dev teams and maintain &lt;20% escalated tickets. - Provide technical documentation for escalations in 100% of cases. - Maintain detailed logs for 100% support requests in the ticketing tool. - Submit weekly/monthly reports covering ticket trends, recurring issues, and asset movement. - Conduct quarterly employee IT/security orientations. - Share at least 1 IT advisory/awareness communication per month. - Resolve 90% end-user network/Wi-Fi/VPN issues within SLA. - Maintain &gt;99% network uptime (with network team support). - Ensure participation in at least 2-3 organization initiatives becoming the front face of the function and adding value by making presence felt. - Ensure all personal development goals as agreed in discussion with the reporting manager are met before close of the assessment year. - Further seek guidance and take initiative on becoming more visible participating in key discussion and supporting the India HR Leader help drive the HR vision in the Company.
Skills &amp; Qualifications Must-Have - Bachelor’s degree in Computer Science, Information Technology, or a related field Diploma (or equivalent practical experience). - Minimum 3-5 years of experience in desktop support, IT support, or a similar role. - Collaborating KSAs that should help the person to take charge and delivering on expectations.
Benefits &amp; Culture Highlights - Opportunity to participate in organization initiatives and become the front face of the function. - Emphasis on personal development with guidance from reporting manager and India HR Leader. - Collaboration with internal teams (employees, managers, leaders) and external partners. - Primary interaction with all program/practice and support group teams and respective head of departments teams within the Company. - Secondary interaction with Company leaders.