About this role
About the Role The Desktop Support Engineer is responsible for providing L1/L2 technical support to end users, ensuring smooth operation of desktops, laptops, and IT peripherals. The role focuses on incident resolution, user support, and maintaining endpoint performance and availability. What You'll Do
- Provide end-user support for hardware, software, and IT-related issues
- Install, configure, and troubleshoot: Desktops, laptops, printers, and peripherals; Operating systems (Windows 10/11, basic Mac/Linux support)
- Manage user accounts, access, and permissions (Active Directory)
- Diagnose and resolve issues related to OS errors, application failures, and performance issues
- Network connectivity (LAN/WiFi, VPN)
- Log and track incidents in ITSM tools (ServiceNow or equivalent)
- Ensure timely resolution within SLA timelines
- Support software installations, patches, and updates
- Perform hardware upgrades, replacements, and maintenance
- Assist users with email, Office 365, and collaboration tools
- Provide support for remote users and VPN connectivity
- Maintain asset inventory and documentation What We're Looking For
- Advanced proficiency in Asset Management Services and Best Practices
- Strong analytical and problem-solving skills
- Excellent communication skills for effective interaction with customers and team members
- Familiarity with regulatory requirements and quality standards in IT operations
- Ability to coach and mentor team members
- Exposure to SCCM / Intune for device management
- Experience with remote support tools (AnyDesk, TeamViewer, etc.)
- Basic knowledge of Cloud services (Azure AD)
- Basic knowledge of Endpoint security practices Nice to Have
- SCCM / Intune for device management
- Remote support tools (AnyDesk, TeamViewer, etc.)
- Basic knowledge of Cloud services (Azure AD)
- Endpoint security practices Compensation & Benefits
- Not disclosed