Desktop Support Engineer

Job Title

Desktop Support Engineer

Experience

1 5 Years (Can be adjusted based on the role)

Job Summary

We are seeking a skilled Desktop Support Engineer to provide technical support for desktops, laptops, printers, operating systems, and enterprise applications. The ideal candidate should have strong troubleshooting skills, experience with Windows environments, hardware maintenance, software installation, and excellent customer service abilities.

Key Responsibilities

• Install, configure, and maintain desktops, laptops, and workstations.
• Diagnose and resolve hardware and software issues.
• Install and upgrade operating systems and applications.
• Configure printers, scanners, and peripheral devices.
• Provide technical support to end users through phone, email, remote access, or in person.
• Troubleshoot network connectivity and internet issues.
• Configure user accounts, passwords, and email clients.
• Perform system updates, patch management, and antivirus maintenance.
• Maintain IT asset inventory and documentation.
• Escalate complex issues to higher-level support teams when necessary.
• Ensure compliance with IT security policies.
• Provide support during system migrations and office relocations.

Required Technical Skills Operating Systems

• Windows 10/11
• Windows Server (basic administration)
• macOS (preferred)
• Linux (basic knowledge)

Hardware

• Desktop and Laptop Assembly
• RAM, SSD/HDD Replacement
• Motherboard Troubleshooting
• BIOS Configuration
• Peripheral Device Setup

Networking

• TCP/IP
• DNS
• DHCP
• VPN
• LAN/WAN
• Wi-Fi Troubleshooting
• IP Configuration

Microsoft Technologies

• Microsoft Office 365
• Outlook
• Active Directory (User Management)
• Azure Active Directory (basic)
• Microsoft Teams
• OneDrive

Remote Support Tools

• TeamViewer
• AnyDesk
• Remote Desktop (RDP)
• Quick Assist

Security

• Antivirus Management
• BitLocker
• Endpoint Protection
• Multi-Factor Authentication (MFA)

ITSM Tools

• ServiceNow
• Jira Service Management
• BMC Remedy
• Freshservice

Preferred Skills

• Basic PowerShell scripting
• SCCM/MECM
• Microsoft Intune
• Mobile Device Management (MDM)
• Azure Fundamentals
• ITIL Foundation Certification

Daily Responsibilities

• Resolve desktop support tickets within SLA.
• Install new computers and software.
• Troubleshoot login and email issues.
• Configure printers and shared drives.
• Perform preventive maintenance.
• Assist users with application issues.
• Maintain asset inventory.
• Document incidents and resolutions.

Soft Skills

• Strong troubleshooting ability
• Customer service orientation
• Communication skills
• Time management
• Team collaboration
• Attention to detail
• Problem-solving
• Adaptability

Education

• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
• Equivalent technical certifications are also valued.

Preferred Certifications

• CompTIA A
• CompTIA Network
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate
• ITIL Foundation
• Google IT Support Professional Certificate

Tools & Technologies

• Windows OS
• Microsoft Office 365
• Active Directory
• Azure AD
• Microsoft Intune
• SCCM/MECM
• ServiceNow
• Jira Service Management
• TeamViewer
• AnyDesk
• Remote Desktop
• PowerShell
• VMware (basic)
• Hyper-V (basic)

KPIs

• First Call Resolution (FCR)
• Average Resolution Time (ART)
• SLA Compliance
• Customer Satisfaction (CSAT)
• Ticket Backlog
• Device Deployment Time
• System Uptime
• Asset Inventory Accuracy