Desktop Support Enginner

We are seeking a proactive and technically skilled Desktop Support Engineer to provide first- and second-level technical support to end users. The role involves troubleshooting hardware, software, and network issues, ensuring smooth day-to-day IT operations, and delivering excellent customer service.

Key Responsibilities

End-User Support

• Provide Level 1 & Level 2 technical support to users (in-person, phone, email, ticketing system)

• Diagnose and resolve issues related to desktops, laptops, printers, scanners, and peripherals

• Install, configure, and maintain Windows/macOS systems

Hardware & Software

• Troubleshoot hardware issues (RAM, HDD/SSD, motherboard, power supply, monitors)

• Install and support OS, MS Office, antivirus, and business applications

• Perform system upgrades, patches, and software deployments

Network & Security

• Basic troubleshooting of LAN, Wi‑Fi, IP, DNS, VPN

• Support Active Directory (user creation, password reset, group policies)

• Ensure endpoint security and compliance with IT policies

Asset & Documentation

• Maintain IT asset inventory (laptops, desktops, accessories)

• Document issues, resolutions, and procedures

• Coordinate with vendors for repairs and replacements

Collaboration & Compliance

• Escalate unresolved issues to higher-level support teams

• Follow ITIL processes and SLA timelines

• Support new employee onboarding and IT setup