Desktop Support Engineer

Role Overview

We are seeking a Desktop Engineer responsible for maintaining and supporting end-user devices, ensuring optimal performance and availability. The role involves troubleshooting hardware/software issues, configuring systems, and providing a high level of user satisfaction through effective IT support.

Responsibilities

• Install, configure, and maintain desktop and laptop computers, printers, scanners, and other peripherals.
• Troubleshoot hardware, software, and network connectivity issues for users.
• Manage OS installations, updates, and system imaging.
• Provide Level 1 and Level 2 technical support to resolve user issues promptly.
• Handle Active Directory tasks such as password resets, user creation, and access rights.
• Ensure endpoint security software and patches are properly installed and updated.
• Support video conferencing tools, email clients (e.g., Outlook), and collaboration platforms (e.g., Teams, Zoom).
• Maintain IT inventory, manage asset tagging, and keep asset records updated.
• Assist with onboarding/offboarding processes including provisioning/deprovisioning of devices.
• Liaise with vendors for warranty and repair services.
• Maintain documentation of procedures, issues, and resolutions.

• Diploma/Degree in Computer Science, IT, or related field.
• 1–3 years of experience in desktop support or IT helpdesk roles.
• Good knowledge of Windows 10/11, Microsoft Office 365, and standard business applications.
• Familiarity with Active Directory, DNS, DHCP, and basic networking principles.
• Experience with ticketing systems (e.g., Freshdesk, ServiceNow, Zoho Desk).
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication.
• Customer-oriented and able to work under pressure.

• Certifications like CompTIA A+, Microsoft MCP/MCSA, or ITIL Foundation.
• Exposure to mobile device management (MDM), SCCM, or remote support tools.
• Basic scripting knowledge (PowerShell) is a plus.