Desktop Support Engineer
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Key Responsibilities
Provide L1 onsite technical support for hardware, software, and end-user issues. Troubleshoot Windows 10/11 desktops, laptops, printers, peripherals, and mobile devices. Install, configure, and troubleshoot Microsoft 365 applications. Support user accounts, password resets, access issues, and basic Active Directory / Entra ID tasks. Handle IMACD activities — Install, Move, Add, Change, and Dispose. Troubleshoot network connectivity, Wi-Fi, VPN, and basic TCP/IP issues. Support MFA and user authentication-related issues. Perform device imaging, software installation, patching, and configuration. Support Intune, SCCM/MECM, or similar endpoint management tools. Log, update, and resolve incidents and service requests through ServiceNow or another ITSM platform. Escalate complex issues to L2/L3 teams when required. Provide support for meeting rooms, AV equipment, docking stations, monitors, and other workplace technology. Maintain accurate documentation of incidents, assets, and troubleshooting activities. Follow ITIL processes, security policies, and company procedures. Provide professional and customer-focused support to end users, including VIP users when required. Required Skills & Experience 2–4 years of experience in Desktop Support, Service Desk, EUC, or IT Support. Good knowledge of Windows 10/11. Experience with Active Directory / Entra ID. Knowledge of Microsoft 365. Experience with ServiceNow or other ITSM tools. Basic knowledge of TCP/IP, DNS, DHCP, VPN and Wi-Fi. Experience supporting laptops, desktops, printers, mobile devices, and peripherals. Knowledge of Intune, SCCM/MECM, or endpoint management is preferred. Basic understanding of MFA and endpoint security. Good troubleshooting and problem-solving skills. Strong communication and customer-service skills. Ability to work independently in an onsite environment. Certifications Preferred: CompTIA A+ ITIL Foundation Microsoft certifications Microsoft 365 / Endpoint-related certifications
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