Desktop Support Engineer

About the Role

Seeking an IT Desktop Support / Service Desk professional to provide technical support to end users, troubleshoot hardware and software issues, and ensure smooth IT operations.

Key Responsibilities

• Provide Level 1 / Level 2 technical support for desktops, laptops, printers, and peripherals.
• Diagnose and resolve hardware, software, network, and operating system issues.
• Support Windows 10/11 environments and Microsoft Office 365 applications.
• Handle incidents, service requests, and problem tickets through ticketing tools (ServiceNow, Remedy, JIRA, etc.).
• Configure, install, and troubleshoot desktops, laptops, printers, scanners, and mobile devices.
• Manage user accounts, password resets, and access requests through Active Directory.
• Support Outlook, Teams, OneDrive, VPN, and remote access solutions.
• Monitor and maintain IT assets, software licenses, and inventory records.
• Coordinate with vendors and internal teams for issue resolution and hardware replacement.
• Perform system upgrades, patch installations, and software deployments.
• Follow ITIL processes for Incident, Request, and Change Management.
• Provide remote support to users across multiple locations.

Requirements & Tech Stack

• Strong knowledge of Windows Operating Systems (Windows 10/11).
• Hands-on experience with Microsoft Office 365.
• Experience with Active Directory, DNS, DHCP, and Group Policy.
• Understanding of networking concepts (TCP/IP, LAN/WAN, VPN, Wi-Fi).
• Experience with ticket management tools such as ServiceNow, Remedy, or JIRA.
• Knowledge of hardware troubleshooting and peripheral support.
• Good understanding of remote support tools.
• Excellent problem-solving and communication skills.

Key Skills

Desktop Support | Service Desk | Windows Administration | Office 365 | Active Directory | ServiceNow | Hardware Troubleshooting | Networking | VPN Support | Outlook | Microsoft Teams | SCCM | Intune | ITIL | Remote Support | Incident Management