JOB TITLE: DESKTOP SUPPORT ENGINEER

Job Roles & Responsibilities

Job Role

Provide desktop and end-user support within the organization’s IT environment. This includes installing diagnosing repairing maintaining and upgrading all hardware software and peripheral devices to ensure optimal workstation performance. The role involves troubleshooting technical issues (in-person remotely or via service desk tickets) providing timely resolutions and escalating issues as needed.

Key Responsibilities

• Provide on-site and remote support for desktops laptops printers scanners IP phones mobile devices and other peripheral equipment.
• Troubleshoot and resolve hardware software and network issues in a timely and efficient manner; escalate unresolved issues to Tier 2/3 support according to ITSM processes.
• Assess urgency and business impact for all support requests.
• Manage service requests including new computer setups software installations and system upgrades.
• Document incident resolutions and updates in the Service Desk tool.
• Install configure support and troubleshoot Windows (7 8 10 11) macOS and Microsoft Office applications.
• Maintain repair and customize computers laptops printers scanners and other authorized peripherals.
• Provide user account management including Active Directory account creation modification and password resets.
• Use diagnostic tools and methodologies for troubleshooting network connectivity workstation hardware/software and mobile devices.
• Conduct preventive maintenance and remedial repairs to reduce recurring issues.
• Work with vendors and internal IT teams to resolve technical issues efficiently.
• Support branch setups upgrades and IT projects as required.
• Provide guidance to end-users on software hardware and peripheral device operation.
• Monitor trends from incoming calls and requests to improve support processes.
• Maintain compliance with IT policies standards and best practices (ITIL/ISO 20000/ISO 27001).

Experience / Knowledge

• Minimum 4 years of experience in desktop/end-user support IT helpdesk operations or technical support.
• Strong knowledge of PCs laptops desktop hardware and peripherals.
• Solid understanding of network protocols operating systems and IT standards.
• Experience in troubleshooting hardware software and peripheral devices (printers scanners IP phones mobile devices).
• Experience with diagnostic and asset management tools (SCCM Lansweeper ManageEngine Altiris or equivalent).
• Ability to work independently and in a team environment.
• Excellent time management prioritization and communication skills.
• Ability to maintain professionalism under stress and follow customer SOPs.

Essential Skills

• Windows 7/8/10/11 Windows Server 2012/2016/2019
• macOS support (latest versions)
• Active Directory Exchange Online / Office 365 administration
• Microsoft Endpoint Manager / Intune
• Asset discovery and management tools (SCCM Lansweeper ManageEngine Desktop Central)