Position: Desktop Support Engineer
Level: L1
Employment: Full-time / Contract
Work Location: Onsite
Role Summary:
The Desktop Support Engineer provides onsite and remote technical support to end users, ensuring reliable operation of desktops, laptops, mobile devices, peripherals, applications, and workplace IT services. The role includes troubleshooting incidents, fulfilling service requests, supporting user onboarding/offboarding, and coordinating with infrastructure and other IT teams when escalation is required.
Key Responsibilities
* Provide L1/L2 support for Windows desktops and laptops.
* Diagnose and resolve hardware, software, operating system, and application issues.
* Install, configure, upgrade, and maintain desktops, laptops, printers, monitors, and peripherals.
* Support Microsoft 365 applications, Outlook, Teams, OneDrive, and related workplace tools.
* Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
* Support Active Directory/Entra ID user accounts, password resets, access issues, and group membership according to approved procedures.
* Perform laptop/desktop imaging, deployment, replacement, and refresh activities.
* Handle new-user onboarding and employee offboarding.
* Configure and support mobile devices where required.
* Manage incidents and service requests using ITSM/ticketing systems such as ServiceNow.
* Maintain accurate asset inventory and device assignment records.
* Provide support for meeting rooms, displays, conferencing equipment, and collaboration systems.
* Perform basic troubleshooting of printers and other office IT equipment.
* Coordinate hardware repair, warranty replacement, and vendor support.
* Escalate unresolved issues to L2/L3, network, security, or application teams.
* Document troubleshooting steps, resolutions, and knowledge-base articles.
* Follow client security, change-management, data-protection, and ITIL procedures.
* Provide professional face-to-face support to users and VIP users when required.
Required Skills & Experience
* 2+ years of desktop support, service desk, or EUC support experience.
* Strong knowledge of Windows 10/11.
* Experience supporting Microsoft 365 and common enterprise applications.
* Working knowledge of Active Directory and/or Microsoft Entra ID.
* Understanding of TCP/IP, DNS, DHCP, VPN, LAN, and Wi-Fi troubleshooting.
* Experience with ITSM/ticketing tools.
* Hardware troubleshooting and device deployment experience.
* Good written and verbal communication skills.
* Strong customer-service and problem-solving skills.
* Ability to work independently in an onsite client environment.
Preferred Skills
* Microsoft Intune/SCCM/Endpoint Manager experience.
* ServiceNow experience.
* Apple macOS/iOS support experience.
* ITIL Foundation, CompTIA A+, Microsoft, or equivalent certification.
* Experience supporting executive/VIP users.
* Experience working in multinational enterprise environments.
Principals only. Recruiters, please don't contact this job poster.