Desktop Support Engineer

Job Summary

We are looking for a Desktop Support Engineer to provide advanced technical support for end users, troubleshoot hardware and software issues, manage desktop infrastructure, and ensure smooth IT operations.

The ideal candidate should have strong knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, endpoint management, and IT service management processes.

• Key Responsibilities
• Provide L2 technical support for desktop, laptop, printer, and peripheral-related issues.
• Troubleshoot Windows 10/11 operating system issues, application failures, and system performance problems.
• Manage user accounts, password resets, group memberships, and permissions using Active Directory.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Troubleshoot Outlook configuration, mailbox access, email synchronization, and connectivity issues.
• Install, configure, and troubleshoot desktop applications and business software.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.
• Support hardware troubleshooting, including RAM, HDD/SSD, motherboard, docking stations, and monitors.
• Manage endpoint security, antivirus, and patch management activities.
• Support device imaging, OS deployment, and software distribution.
• Work with SCCM / Microsoft Intune for endpoint management and troubleshooting.
• Handle escalated tickets from the L1 support team and provide timely resolutions.
• Maintain incident, service request, and change records in ITSM tools.
• Coordinate with network, server, application, and security teams for issue resolution.
• Maintain IT asset inventory and ensure compliance with IT policies.
• Prepare technical documentation, troubleshooting guides, and knowledge-base articles.