Desktop Support Engineer

Key Responsibilities

• Handle IT incidents and service requests through the Helpdesk / Ticketing System.
• Log, prioritize, track, and resolve tickets according to defined SLA timelines.
• Ensure timely communication, status updates, and resolution documentation.
• Escalate complex issues when required and coordinate with internal teams.
• Identify recurring issues and recommend long-term preventive solutions.

Desktop & End-User Support

• Provide support for macOS, Windows, and Linux systems.
• Troubleshoot hardware, OS, application, and performance-related issues.
• Configure and maintain laptops, desktops, printers, and peripherals.
• Perform employee onboarding and offboarding (devices, access, tools).
• Support remote users and hybrid work environments.

System Migration & Backup (Primary Responsibility)

• Perform macOS Time Machine migrations for new or replacement devices.
• Handle Windows to macOS and macOS to Windows migrations.
• Perform manual data migrations, including:
• Email migration and configuration.
• User data transfer (documents, profiles, settings).
• Installation and setup of all required software and tools.
• System configuration as per company standards.
• Ensure data integrity and minimal downtime during migration activities.
• Provide post-migration validation and user support.

Disaster Recovery & Backup Management

• Implement and manage backup and disaster recovery processes for endpoints.
• Perform data restoration during system failures, device loss, or corruption.
• Maintain backup documentation and recovery procedures.

Network & Infrastructure Support

• Troubleshoot LAN/WAN, Wi-Fi, and internal network issues.
• Perform network cabling, crimping, patch panel setup, and testing.
• Diagnose DNS, DHCP, IP conflicts, latency, and routing issues.
• Support office network expansions and new infrastructure setups.

Firewall & Security Management

• Configure and manage FortiGate Firewall.
• Firewall rules.
• VPN configurations.
• Security policies.
• Manage endpoint protection using Bitdefender.
• Follow and enforce IT security policies and best practices.

VPN & Remote Access

• Configure and troubleshoot VPN connections.
• Hands-on experience with NordVPN, ExpressVPN, or similar VPN solutions.
• Ensure secure remote access for employees and external users.

Email & Collaboration Tools

• Manage and support email services: Google Workspace.
• IMAP EMail Services.
• Configure and troubleshoot:
• Outlook.
• Microsoft Teams.
• Email clients, calendars, and permissions.
• Resolve email delivery, sync, and access issues.

Access & Password Management

• Manage credentials using LastPass.
• Enforce MFA, password policies, and access control.
• Assist users with secure authentication and credential recovery.

System & Endpoint Management

• Manage endpoints using Zoho Endpoint Central.
• Deploy software, OS updates, patches, and security policies.
• Monitor endpoint health, compliance, and performance.
• Maintain asset inventory and system documentation.

Documentation & IT Processes

• Maintain SOPs, IT documentation, and asset records.
• Document incidents, changes, and resolutions.
• Coordinate with vendors and service providers when needed.

Requirements & Tech Stack

• Strong hands-on experience with macOS, Windows, and Linux.
• Experience managing FortiGate Firewall.
• Endpoint management using Zoho Endpoint Central.
• Endpoint security using Bitdefender.
• Solid understanding of networking (TCP/IP, DNS, DHCP, VPN).
• Practical experience in network cabling and crimping.
• Email platforms: Google Workspace & Infomaniak.
• VPN tools: NordVPN, ExpressVPN.
• Password manager: LastPass.
• Experience working with Helpdesk / Ticketing Systems.
• Strong understanding of SLA-based support models.

Preferred Skills (Good to Have)

• Experience with ITSM tools (Zoho Desk, Freshdesk, Jira Service Desk, ServiceNow).
• Knowledge of ITIL processes (Incident, Problem, Change Management).
• IT certifications (CompTIA, CCNA, Fortinet, Microsoft – optional).
• Experience in a fast-growing or multi-office IT environment.