Job Description

Job Description:

Job Summary
We are seeking a Desktop Support Engineer to provide end-user IT support for an overseas accounting firm. This role is responsible for ensuring smooth day-to-day IT operations for accounting professionals while maintaining high standards of system availability, data security, and compliance.

Key Responsibilities

Provide L1/L2 desktop support to overseas users via remote tools, email, and phone.
Troubleshoot issues related to Windows OS, desktops/laptops, printers, and peripherals.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Perform Active Directory tasks such as user creation, password resets, and access management.
Diagnose and resolve VPN, RDP, LAN, Wi-Fi, and network connectivity issues.
Carry out system setup, OS installation, device onboarding, and IT asset tracking.
Ensure adherence to IT security policies and support endpoint protection solutions.
Maintain ticket updates, documentation, SOPs, and meet defined SLAs.

Required Skills & Qualifications

Strong knowledge of Windows 10/11 troubleshooting, configuration, and performance optimization
Basic working knowledge of Windows Server concepts including user management, file sharing, and services
Hands-on experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
Practical experience with Active Directory for user creation, password resets, group management, and access control
Experience using VPNs, RDP, and other remote access tools to support overseas users
Familiarity with remote desktop support tools and IT ticketing systems
Basic understanding of networking concepts such as DNS, DHCP, TCP/IP, LAN, and Wi-Fi troubleshooting
Ability to diagnose and resolve hardware issues related to desktops, laptops, printers, and peripherals
Awareness of IT security best practices, endpoint protection, and data protection policies
Good English communication skills (written and verbal) to interact with international clients professionally
Strong problem-solving and time-management skills with the ability to work under SLA-driven environments