Desktop Support Engineer

Desktop Support Engineer

Job Summary

We are looking for a skilled and customer-focused Desktop Support Engineer to provide technical assistance and support to end users. The role involves troubleshooting hardware, software, operating system, network, and user-access issues while ensuring the smooth operation of IT systems.

Key Responsibilities

• Provide L1/L2 technical support to employees through phone, email, chat, and onsite assistance.

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.

• Troubleshoot Windows operating system, Microsoft Office, Outlook, Teams, browsers, and business applications.

• Create, manage, and troubleshoot user accounts and access permissions in Active Directory / Microsoft Entra ID.

• Perform password resets, account unlocks, group membership changes, and access-related troubleshooting.

• Troubleshoot basic LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.

• Install and manage software applications, security updates, patches, and drivers.

• Configure and troubleshoot printers, network devices, and peripheral equipment.

• Monitor and manage IT incidents and service requests using a ticketing system.

• Follow SLA requirements and ensure timely resolution of assigned tickets.

• Escalate complex technical issues to the appropriate infrastructure, network, security, or application teams.

• Maintain IT asset records, inventory, and documentation.

• Assist with onboarding and offboarding of employees, including system setup and access provisioning.

• Support antivirus/endpoint security tools and follow organizational IT security policies.

• Prepare and maintain technical documentation, troubleshooting guides, and knowledge-base articles.

• Provide remote and onsite support to users as required.

Required Skills

• Good knowledge of Windows 10/11 administration and troubleshooting.

• Knowledge of Active Directory, Group Policy, DNS, DHCP, TCP/IP, LAN/WAN, and VPN.

• Working knowledge of Microsoft 365, Outlook, Teams, Word, Excel, and PowerPoint.

• Experience with desktop/laptop hardware troubleshooting and peripheral devices.

• Familiarity with IT service-management and ticketing tools.

• Good understanding of IT security, antivirus, patching, and endpoint management.

• Strong troubleshooting and problem-solving skills.

• Good communication and customer-service skills.

Preferred Skills

• Microsoft 365 administration

• Microsoft Intune / Endpoint Manager

• Microsoft Entra ID

• SCCM / MECM

• PowerShell basics

• Remote Desktop Support

• ITIL / ITSM knowledge

• Experience with tools such as ServiceNow, Jira Service Management, or similar platforms

Key Competencies

• Excellent troubleshooting ability

• Customer-focused approach

• Good verbal and written communication

• Ability to prioritize and manage multiple tickets

• Attention to detail

• Ability to work independently and as part of an IT support team

• Willingness to provide onsite/remote support as required

Typical KPIs

• It is a Full Time Hardware / Network Engineer job for candidates with 1 - 4 years of experience.