IT Desktop Support Engineer

IT DESKTOP SUPPORT ENGINEER

Experience: 3–5 Years
Employment Type: Full-Time
Work Model: On-site / Field Support
Department: Information Technology

POSITION SUMMARY

We are seeking an experiencedIT Desktop Support Engineer – Level 1 & Level 2 to provide on-site and remote technical support to end users and maintain a reliable desktop computing environment. The ideal candidate will have 3–5 years of experience in desktop support, hardware/software troubleshooting, Windows environments, networking, and IT service management.

The role requires strong troubleshooting skills, excellent customer service, and the ability to resolve incidents efficiently while meeting defined SLAs.

KEY RESPONSIBILITIES

• ProvideLevel 1 and Level 2 technical support to end users through on-site, remote, phone, and ticketing channels.
• Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
• Install, configure, maintain, and troubleshootdesktops, laptops, monitors, printers, scanners, mobile devices, and other IT peripherals.
• SupportMicrosoft Windows 10/11 operating systems and common Microsoft applications.
• Perform desktop imaging, software installation, application configuration, patching, and system upgrades.
• Troubleshoot network connectivity issues involvingLAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, and RDP.
• Provide support forActive Directory / Microsoft Entra ID, including user accounts, password resets, access permissions, and basic group membership management.
• Support endpoint management and deployment tools such asSCCM/MECM and Microsoft Intune.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Install and troubleshoot network printers and other shared peripherals.
• Manage and resolve incidents and service requests usingServiceNow, Remedy, or similar ITSM platforms.
• Accurately document troubleshooting steps, resolutions, asset information, and ticket updates.
• Escalate complex issues to Level 3, infrastructure, network, security, or application teams when required.
• Perform basic hardware replacement and break/fix activities.
• Assist withSmart Hands activities involving network equipment, servers, cabling, and other IT infrastructure.
• Support employee onboarding and offboarding activities, including workstation setup and access provisioning.
• Maintain IT asset inventory and ensure equipment is properly tracked and documented.
• Follow established IT security policies, procedures, andITIL-based incident management practices.
• Participate in hardware refreshes, technology deployments, office moves, and other IT projects.
• Provide excellent customer service and maintain professional communication with end users and stakeholders.
• Meet definedSLA, KPI, and ticket-resolution targets.

REQUIRED QUALIFICATIONS

• 3–5 years of experience in Desktop Support, IT Support, Field Support, Help Desk, or a similar IT role.
• Strong hands-on experience troubleshootingWindows desktop and laptop environments.
• Experience with hardware troubleshooting, installation, configuration, and replacement.
• Working knowledge ofTCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic LAN/WAN concepts.
• Experience withActive Directory and basic user/account administration.
• Familiarity withMicrosoft Entra ID (Azure AD) is preferred.
• Experience supportingMicrosoft 365 / Office 365 applications.
• Experience with an IT ticketing system such asServiceNow, Remedy, Jira Service Management, or equivalent.
• Familiarity withSCCM/MECM, Microsoft Intune, or other endpoint management tools.
• Good understanding of ITIL-based incident and service request management.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently as well as part of a technical support team.

PREFERRED QUALIFICATIONS

• Experience supportingmacOS and/or Linux environments.
• Experience with enterprise networking and network hardware.
• Knowledge of Microsoft 365 administration.
• Experience with endpoint security and antivirus/EDR solutions.
• Knowledge of PowerShell or basic scripting.
• ITIL Foundation certification.
• CompTIA A+, Network+, Microsoft, or other relevant IT certifications.
• Experience working in a large corporate or multinational environment.
• Experience providingon-site/field support in a fast-paced enterprise environment.

TECHNICAL SKILLS

Operating Systems:
Windows 10/11, Windows Server, macOS, Linux

Microsoft Technologies:
Microsoft 365, Office 365, Active Directory, Microsoft Entra ID, Intune, SCCM/MECM

Networking:
TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN, RDP

ITSM / Ticketing:
ServiceNow, Remedy, Jira Service Management

Hardware:
Desktops, laptops, monitors, printers, scanners, mobile devices, peripherals

Support:
Level 1 & Level 2 Support, Desktop Support, Field Support, Remote Support, Break/Fix, Smart Hands

KEY SOFT SKILLS

• Customer-focused approach
• Strong analytical and troubleshooting abilities
• Excellent communication skills
• Attention to detail
• Time management and prioritization
• Ability to work under pressure
• Team collaboration
• Strong documentation skills
• Adaptability and willingness to learn

SUCCESS MEASURES

The successful candidate will be expected to:

• Resolve incidents within establishedSLA requirements.
• Maintain high customer satisfaction.
• Minimize recurring technical issues through effective troubleshooting.
• Maintain accurate ticket and asset documentation.
• Demonstrate strong first-contact and first-visit resolution capabilities.
• Follow IT security, compliance, and operational procedures.