JOB TITLE: DESKTOP SUPPORT ENGINEER

Job Roles & Responsibilities

Job Role

Provide desktop and end-user support within the organization’s IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and peripheral devices to ensure optimal workstation performance. The role involves troubleshooting technical issues (in-person, remotely, or via service desk tickets), providing timely resolutions, and escalating issues as needed.

Key Responsibilities

• Provide on-site and remote support for desktops, laptops, printers, scanners, IP phones, mobile devices, and other peripheral equipment.
• Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner; escalate unresolved issues to Tier 2/3 support according to ITSM processes.
• Assess urgency and business impact for all support requests.
• Manage service requests including new computer setups, software installations, and system upgrades.
• Document incident resolutions and updates in the Service Desk tool.
• Install, configure, support, and troubleshoot Windows (7, 8, 10, 11), macOS, and Microsoft Office applications.
• Maintain, repair, and customize computers, laptops, printers, scanners, and other authorized peripherals.
• Provide user account management, including Active Directory account creation, modification, and password resets.
• Use diagnostic tools and methodologies for troubleshooting network connectivity, workstation hardware/software, and mobile devices.
• Conduct preventive maintenance and remedial repairs to reduce recurring issues.
• Work with vendors and internal IT teams to resolve technical issues efficiently.
• Support branch setups, upgrades, and IT projects as required.
• Provide guidance to end-users on software, hardware, and peripheral device operation.
• Monitor trends from incoming calls and requests to improve support processes.
• Maintain compliance with IT policies, standards, and best practices (ITIL/ISO 20000/ISO 27001).

Experience / Knowledge

• Minimum 4 years of experience in desktop/end-user support, IT helpdesk operations, or technical support.
• Strong knowledge of PCs, laptops, desktop hardware, and peripherals.
• Solid understanding of network protocols, operating systems, and IT standards.
• Experience in troubleshooting hardware, software, and peripheral devices (printers, scanners, IP phones, mobile devices).
• Experience with diagnostic and asset management tools (SCCM, Lansweeper, ManageEngine, Altiris, or equivalent).
• Ability to work independently and in a team environment.
• Excellent time management, prioritization, and communication skills.
• Ability to maintain professionalism under stress and follow customer SOPs.

Essential Skills

• Windows 7/8/10/11, Windows Server 2012/2016/2019
• macOS support (latest versions)
• Active Directory, Exchange Online / Office 365 administration
• Microsoft Endpoint Manager / Intune
• Asset discovery and management tools (SCCM, Lansweeper, ManageEngine Desktop Central)