Desktop Engineer

Job Purpose:
To provide technical support and assistance to end users regarding hardware, software, and network-related issues, ensuring minimal disruption to business operations and maintaining high levels of user satisfaction.

Key Responsibilities:
• Provide Level 1 and Level 2 technical support for Desktops, Laptops, Printers, Photocopiers, Scanners, Fax Devices, Multi Function Devices, Cisco Telephones,
• Access Devices and all types of tablets and mobile devices.
• Install, configure, and troubleshoot Windows/Mac OS, standard applications, and business-specific software.
• Handle incident tickets, service requests, and escalate unresolved issues to higher support tiers.
• Support remote users via remote desktop tools (e.g., ManageEngine ServiceDesk, AnyDesk, TeamViewer, RDP).
• Perform hardware diagnostics, replacements, and upgrades.
• Manage user accounts, permissions, and profiles in Active Directory.
• Maintain and update IT asset inventory and documentation.
• Assist with onboarding/offboarding of employees (device setup, access provisioning).
• Ensure compliance with IT security policies, including antivirus, encryption, and patching.
• Coordinate with vendors for warranty support and hardware repairs.
• Provide support for meeting room equipment, projectors, and video conferencing tools.
• Participate in IT projects, rollouts, and system upgrade as required


Requirements

• Diploma or bachelor’s degree in IT, Computer Science, or related field.
• 2+ years of experience in desktop support or end-user IT services.
• Strong knowledge of Windows 10/11, Microsoft Office 365, and basic networking, MFP device troubleshooting.
• Familiarity with ticketing systems (e.g., ServiceDesk Plus, ServiceNow, Fresh service, Jira).
• Basic understanding of Active Directory, DNS, DHCP, and Group Policies.
• Excellent troubleshooting and communication skills.
• Ability to work independently and manage multiple tasks.
• Customer-focused with a proactive attitude.
• Strong problem-solving and analytical skills.
• Team player with a willingness to learn and adapt.
• Ability to work under pressure and meet deadlines

Preferred Certifications (Optional):
• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation