IT Desktop Support Engineer (L1) – Onsite

About the role

We are seeking an End User Computing (EUC) / Desktop Support Engineer – Level 1 to deliver onsite IT support for desktop users. The role focuses on troubleshooting Windows environments, handling hardware and software incidents, and managing IMAC services using SCCM, Intune, and ITSM tools.

Key responsibilities

• Provide onsite L1 support for hardware, software, and connectivity incidents.
• Troubleshoot and resolve Windows desktop and laptop issues.
• Perform Install, Move, Add & Change (IMAC) and desk‑side support services.
• Handle break‑fix support for desktops, laptops, printers, and peripherals.
• Install, configure, maintain, and replace desktop hardware and approved software.
• Deploy and maintain software, patches, updates, and desktop images using SCCM and Microsoft Intune.
• Monitor software distribution, device inventory, compliance, and reporting.
• Log, update, track, and close incidents in ServiceNow or similar ITSM tools.
• Provide remote support with approved EUC and remote‑management tools when required.
• Monitor endpoint security and antivirus compliance, taking corrective action as needed.
• Support printers, scanners, mobile devices, tablets, and other workplace peripherals.
• Act as the onsite IT point of contact for VIP users and when other IT teams are unavailable.
• Analyze recurring incidents and suggest training or automation opportunities.
• Perform basic physical IT infrastructure support (smart hands/feet).
• Maintain accurate documentation of devices, incidents, changes, and support activities.

Required profile

• 2–4 years of experience in onsite desktop/EUC support.
• Strong knowledge of Windows OS and desktop troubleshooting.
• Hands‑on experience with SCCM / Microsoft Configuration Manager.
• Experience with Microsoft Intune and endpoint management.
• Familiarity with ServiceNow or other ITSM tools.
• Good knowledge of Microsoft Office, Outlook, VPN, and Active Directory.
• Excellent communication and customer‑service skills.

Required skills

• Windows operating system
• SCCM (Microsoft Configuration Manager)
• Microsoft Intune
• ServiceNow (or similar ITSM platform)
• Microsoft Office and Outlook
• VPN technologies
• Active Directory administration
• Lync / Microsoft Teams
• macOS, iPads, tablets, and mobile device support
• Printer and scanner administration
• ITIL certification (or equivalent)