Desktop Support Engineer

We are looking for a Desktop Support Engineer to provide technical assistance and troubleshooting for hardware, software, and network-related issues. The ideal candidate will ensure seamless IT operations by resolving end-user problems efficiently while maintaining high customer satisfaction.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide Level 1 & 2 support for desktops, laptops, printers, and peripherals.

• Diagnose and resolve issues with Windows OS (10/11), macOS, MS Office 365, and business applications.

• Troubleshoot hardware failures (RAM, HDD/SSD, motherboards) and coordinate repairs.

• Assist with remote desktop support (TeamViewer, AnyDesk, RDP).

System & User Management

• Set up, configure, and maintain user accounts in Active Directory & Microsoft 365.

• Perform OS installations, software deployments, and patch management.

• Manage BitLocker encryption, antivirus, and endpoint security.

Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi, VPN, and email (Outlook, Exchange) issues.

• Assist with IP phone systems (VoIP) and mobile device setups (iOS/Android).

Documentation & Compliance

• Log and track incidents in ticketing systems (ServiceNow, Freshservice, Jira).

• Maintain IT inventory and update knowledge base articles.

• Follow ITIL best practices for service management.

Skills & Qualifications:

✅ Technical Skills:

• Operating Systems: Windows 10/11, macOS, Linux (basic).

• Software Support: MS 365, Outlook, Teams, VPN, antivirus.

• Hardware Knowledge: PC/laptop repair, printer troubleshooting.

• Networking Basics: TCP/IP, DNS, DHCP, Wi-Fi troubleshooting.

• Tools: Active Directory, SCCM, Intune, remote support software.

✅ Soft Skills:

• Strong problem-solving & communication skills.

• Customer-focused with a patient and professional attitude.

• Ability to work under pressure in a fast-paced environment.

✅ Preferred Certifications:

• CompTIA A+, Microsoft MD-100, ITIL Foundation.