Role Summary
The Desktop Support Engineer is responsible for providing technical support to end users by troubleshooting hardware, software, network, and application issues. The role requires strong communication, customer service orientation, and the ability to resolve issues efficientlyeither remotely or onsite.
Key Responsibilities
- End-User Support
- Provide L1/L2 technical support for desktops, laptops, printers, and mobile devices.
- Install, configure, and troubleshoot Windows/macOS operating systems.
- Resolve issues related to Microsoft Office, browsers, email clients, VPN, and collaboration tools.
- Handle user access requests, password resets, and account provisioning.
- Hardware & Software Management
- Install and configure new hardware, peripherals, and authorized software.
- Perform routine maintenance, updates, and patching of desktops/laptops.
- Assist with asset tagging, inventory management, and hardware lifecycle tasks.
- Incident & Service Request Management
- Log, track, and close tickets via the ITSM system (ServiceNow, Jira, Freshservice, etc.).
- Ensure timely resolution of incidents within agreed SLA.
- Escalate complex technical issues to L2/L3 teams.
- Network & Security Support
- Basic troubleshooting of LAN, Wi-Fi, printers, and IP phones.
- Ensure endpoints comply with security standards (AV, encryption, patching).
- Assist with onboarding and offboarding of employees.
- Onsite Coordination
- Provide in-person desk-side support if required.
- Assist during IT audits, new system rollouts, upgrades, and infrastructure changes.
- Documentation
- Maintain knowledge base articles, FAQs, and troubleshooting guides.
- Document incident resolutions, asset changes, and user requests.
Requirements
Required Skills & Qualifications
Technical Skills
- Strong knowledge of Windows 10/11, macOS basics.
- Experience with Active Directory, Exchange, O365 administration.
- Familiarity with remote support tools (TeamViewer, AnyDesk, RDP, SCCM/Intune).
- Understanding of networks (TCP/IP basics), VPNs, WiFi troubleshooting.
- Printer troubleshooting and peripheral setup.
Soft Skills
- Excellent verbal and written communication.
- Strong customer service mindset.
- Ability to work independently and within a team.
- Good problem-solving and analytical skills.
Preferred/Optional Skills
- ITIL Foundation certification.
- Experience with MDM tools (Intune, Workspace ONE).
- Basic scripting knowledge (PowerShell, Bash).
- Knowledge of ticketing systems (ServiceNow, Freshservice).
Education
- Graduate in Computer Science / IT / Engineering, OR
- Diploma in Hardware & Networking / MCA / relevant certifications.
