Role Overview:
A Desktop Support Engineer plays a crucial role in ensuring the seamless operation of technical systems by providing expert-level support to customers and internal teams. This position also contributes to product and service improvements through deep technical expertise, effective troubleshooting, and cross-functional collaboration.
Qualifications:
- Educational Background:
- Bachelor's degree in Computer Science, Information Technology, or a related discipline is required.
- Experience:
- Experience in Computer Science, IT support, or a related field is preferred but not mandatory.
- Practical exposure to troubleshooting and technical systems is highly beneficial.
- Personal Traits:
- Passion for helping others and solving technical problems.
- Strong communication skills, especially the ability to simplify and explain complex technical concepts to both technical and non-technical audiences.
- A customer-centric mindset and collaborative attitude.
Key Responsibilities:
1. Technical Expertise:
- Provide advanced technical support to customers and internal teams.
- Troubleshoot complex technical issues related to software, hardware, and network systems.
- Perform root cause analysis for recurring incidents and implement permanent resolutions.
- Collaborate with development teams for issue escalation and resolution.
- Stay current with new technologies and industry best practices.
2. Customer Support:
- Act as an escalation point for critical or unresolved customer issues.
- Communicate effectively with customers to understand and address technical concerns.
- Manage, track, and prioritize support tickets and customer inquiries.
- Ensure resolution of issues within defined SLAs.
- Mentor and guide junior support engineers as needed.
3. Documentation & Reporting:
- Document troubleshooting processes and solutions in the knowledge base.
- Create and maintain user guides, FAQs, and other technical documentation.
- Generate regular reports on support performance, issue trends, and resolution statistics.
4. Quality Assurance:
- Conduct QA testing for software patches, updates, and new releases.
- Validate bug fixes against customer requirements.
- Perform regression testing to prevent reoccurrence of known issues.
5. Communication Skills:
- Clearly and effectively communicate technical information to diverse audiences.
- Provide status updates and resolution timelines to customers and stakeholders.
- Participate in customer meetings and technical calls as a subject matter expert.
6. Troubleshooting & Problem-Solving:
- Utilize diagnostic tools and system logs to investigate issues.
- Develop creative and effective solutions for technical challenges.
- Apply temporary workarounds and implement long-term fixes as appropriate.
7. Compliance & Security:
- Adhere to security best practices and data protection regulations.
- Follow protocols when handling sensitive customer or organizational data.
Required Technical Skills:
- Operating Systems & Tools:
- MS Office, Windows Troubleshooting
- Infrastructure & Systems:
- Active Directory, Basic Networking, VMware, Citrix Workspace client setup troubleshooting
- Security & Compliance:
- Understanding of EDR, DLP Tools, Firewalls, Proxy Concepts
- Cloud & Device Management:
- Microsoft MDM & Intune, Basic Concepts of O365 Exchange Admin
- Frameworks & Processes:
- ITSM, ITIL, or CMDB (Fundamental understanding)
