{"id":3776317,"url":"https://alion.io/job/mastek-desktop-support-engineer","title":"Desktop Support Engineer","company":{"id":59435,"name":"Mastek","domain":"mastek.com","url":"https://alion.io/company/mastek","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Navi Mumbai, India","Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T17:35:44Z","employer_posted_date":null,"last_verified_at":"2026-11-04T17:35:44Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Hello,\n\nGreetings of the Day!!\n\nWe have an opening for Desktop Support Engineer\nExperience- 3+ Years\nNotice Period: Immediate\nLocation: Navi Mumbai\n\n1. Service Desk Operations & Ticket Management\nMonitor and manage Service Desk tickets on a 24x7 basis, ensuring timely assignment to the appropriate support teams.\nProvide first-level support and resolve basic incidents and service requests.\nMonitor ticket queues, prioritize requests, and ensure resolution within defined SLA timelines.\nEscalate unresolved or complex issues to L2/L3 support teams, managed service providers, or vendors as per the escalation matrix.\n2. Incident, Problem & SLA Management\nManage incidents, service requests, and problem records in accordance with ITIL processes.\nPerform root cause analysis for recurring issues and maintain accurate problem records.\nTrack service performance metrics and ensure compliance with agreed SLAs.\nIdentify recurring issues and recommend process improvements to enhance service quality.\n3. End-User & Technical Support\nProvide 24x7x365 technical support for desktops, laptops, mobile devices, and other end-user IT equipment.\nTroubleshoot hardware, software, operating system, and application-related issues.\nProvide L1 and L2 support for Windows-based systems and limited Mac environments.\nCoordinate with OEMs and vendors for hardware repairs and technical issues requiring specialized support.\nEnsure timely resolution or escalation of technical issues as per the defined escalation matrix.\n4. Endpoint Security & Patch Management\nManage antivirus installation, updates, and monitoring across endpoint devices.\nCoordinate and implement operating system and security patch updates.\nMonitor and ensure endpoint compliance with antivirus and Microsoft patch management policies.\nSupport endpoint security initiatives and ensure devices adhere to organizational IT security standards.\n5. Printer, Copier, Scanner & Clinical Device Support\nProvide technical support for printers, copiers, scanners, and related network-printing issues.\nTroubleshoot connectivity, configuration, and device-related problems.\nSupport end-point clinical devices and coordinate with relevant technical teams or OEMs for issue resolution.\n6. Network Support\nProvide basic network support, including LAN/WAN connectivity troubleshooting, Wi-Fi issues, and network access problems.\nAssist with basic network configurations and coordinate with infrastructure teams for complex network-related incidents.\n7. Installation, Configuration & Maintenance\nInstall, configure, upgrade, maintain, and troubleshoot hardware, software, operating systems, and end-user devices.\nEnsure optimal performance, availability, and reliability of IT equipment and peripherals.\nSupport routine maintenance, upgrades, and repair activities.\n8. Medical Device & Interface Support\nSupport the integration and connectivity of medical devices with healthcare IT systems.\nMonitor and troubleshoot device connectivity and data transmission issues.\nCoordinate with Biomedical Engineering, vendors, and application support teams for incident resolution.\nParticipate in testing, validation, and implementation activities for new medical devices and interfaces.\n9. Mobile Device Management\nSupport secure provisioning, configuration, and ongoing maintenance of mobile devices connected to the organization's network.\nTroubleshoot mobile device connectivity, access, and configuration-related issues.\nEnsure compliance with organizational mobile device security policies.\n10. Meeting & Conference Room Infrastructure Support\nManage and support meeting room and conference room IT infrastructure.\nConfigure, maintain, and troubleshoot audio/video conferencing equipment and related software.\nEnsure the availability and smooth functioning of meeting room technology.\n11. Project & Go-Live Support\nProvide IT support for workstation refreshes, departmental relocations, infrastructure deployments, and technology upgrades.\nSupport implementations, optimizations, hospital expansion projects, and new facility openings.\nAssist with cutover activities, go-live support, and end-user readiness initiatives.\n12. Reporting, Documentation & Asset Management\nPrepare regular operational reports covering ticket status, SLA performance, incidents, and service activities.\nMaintain technical documentation, SOPs, checklists, troubleshooting guides, and knowledge articles.\nMaintain accurate IT asset inventories and support storeroom inventory management.\nEnsure proper documentation of service records, configurations, and support procedures.\n13. User Onboarding & Offboarding\nExecute IT onboarding and offboarding activities in accordance with established policies and procedures.\nCoordinate user account provisioning, access permissions, device allocation, and retrieval.\nEnsure timely completion of IT-related onboarding and offboarding activities.\n14. Stakeholder Coordination & Collaboration\nCoordinate with end users, business owners, application owners, vendors, development teams, and technical support functions.\nCollaborate with Clinical Applications, Infrastructure, Biomedical Engineering, and other stakeholders to ensure smooth IT operations.\nSupport configuration changes, testing activities, software releases, updates, and patch preparation.\nContribute to application lifecycle planning and continuous service improvement initiatives.\n15. Customer Service & User Training\nMaintain effective communication with end users to understand and resolve technical issues.\nProvide technical guidance and basic training on IT equipment, applications, and supported technologies.\nMaintain user-focused service delivery and ensure a positive end-user support experience.","description_format":"text","description_chars":5716,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-11-04T23:09:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/mastek-desktop-support-engineer","json_url":"https://alion.io/job/mastek-desktop-support-engineer.json","meta":{"generated_at":"2026-11-07T12:23:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13794,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59435},"rest":"https://alion.io/mcp/rest/get_company?id=59435"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmastek-desktop-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmastek-desktop-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmastek-desktop-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mastek-desktop-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmastek-desktop-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3776317}},{"tool":"search_jobs","arguments":{"company":"mastek.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3776317},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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