SHIJITH P
Dubai,UAE
Summary
Desktop Support Engineer with 5+ years of experience providing Level 1 & Level 2 technical support across Windows, Linux, and Office 365 environments. Strong knowledge of Active Directory, ITIL processes, hardware & software troubleshooting, network basics (TCP/IP, DNS, DHCP), and remote support tools. Proven ability to resolve incidents within SLA, support end users effectively, and maintain secure, reliable IT systems. Skilled in ticketing systems, system deployments, and user training. Seeking to contribute technical expertise to a dynamic IT team.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Desktop support engineer
Seria Applied Research Pvt. Ltd.
07.2017 - 09.2025
- Provided Level 1 & Level 2 technical support for desktops, laptops, printers, scanners, and mobile devices.
- Diagnosed and resolved hardware, software, and network issues via phone, email, remote tools, and onsite support.
- Installed, configured, and maintained Windows 10/11, MS Office, antivirus, and business applications.
- Managed user accounts, passwords, and access rights using Active Directory and Group Policy.
- Performed system imaging, OS deployment, and PC setup for new employees.
- Monitored and resolved IT tickets using tools like ServiceNow, Freshdesk, or Jira within SLA.
- Configured email accounts and troubleshooting using Microsoft Outlook / Office 365.
- Provided basic network support (LAN, WAN, Wi-Fi, VPN, IP, DNS, DHCP).
- Supported remote users using AnyDesk, TeamViewer, RDP.
- Maintained IT asset inventory and documented technical procedures.
- Installed and supported printers, scanners, and peripheral devices.
- Performed data backup, system updates, and security patching.
- Escalated critical issues to higher-level support teams when required.
- Trained end users on IT best practices and basic troubleshooting.
- Ensured compliance with IT security policies and standards.
Education
Diploma in Computer Engineering -
Nettur Technical Training Foundation (NTTF)
Bangalore 06.2009 - 12.2012
Bachelor of Computer Application -
Alagappa University
05.2016 - 09.2019
Skills
- Windows 10/11 Installation & Troubleshooting
- macOS Basic Support
- Hardware Troubleshooting (Laptop/Desktop/Printers)
- Software Installation & Configuration
- Microsoft Office 365 / Outlook / Teams
- Active Directory (User & Group Management)
- Group Policy (Basic)
- System Imaging & OS Deployment
- Remote Support (Webex,AnyDesk, TeamViewer, RDP)
- Ticketing Tools (Salesforce ,ServiceNow, Jira)
- Networking Basics (TCP/IP, DNS, DHCP, VPN, LAN/WAN)
- Linux OS (Ubuntu, CentOS – basic administration & troubleshooting)
- Printer & Peripheral Support
- Email Configuration & Troubleshooting
- Antivirus & Endpoint Security
- Patch Management & Updates
- Asset Management & Documentation
- Backup & Data Recovery
- Disaster Recovery
- System Logs Analysis
- Microsoft Office 365 (Outlook, Teams, OneDrive, SharePoint)
- ITIL Framework (Incident, Problem, Change Management basics)
Certification
- Cisco Certified Network Associate (CCNA - R&S) - Bsoft Bangalore
- Red Hat Enterprise Linux (RHEL) Certification - IIHT Bangalore
- Online Cybersecurity & Microsoft Azure Course
Languages
English (Fluent)
Malayalam (Native)
Hindi (Fluent)
Timeline
Desktop support engineer
Seria Applied Research Pvt. Ltd.
07.2017 - 09.2025
Bachelor of Computer Application -
Alagappa University
05.2016 - 09.2019
Diploma in Computer Engineering -
Nettur Technical Training Foundation (NTTF)
06.2009 - 12.2012