Desktop Support Engineer

About the role

The Desktop Support Engineer provides first and second‑level technical assistance to end‑users, ensuring smooth daily IT operations and rapid resolution of hardware, software and network issues. The role aligns service delivery with business objectives while maintaining high user satisfaction and SLA compliance.

Key responsibilities

• Deliver first and second‑level support for end‑user incidents.
• Troubleshoot and resolve hardware, software, and application problems.
• Perform break‑fix activities, fault diagnosis and corrective actions.
• Manage tickets within defined SLAs and document incidents accurately.
• Install, configure and maintain Windows 11 systems and Microsoft Office 365 applications.
• Support desktop/laptop hardware, printers, peripherals and basic Mac OS issues.
• Maintain adherence to IT support standards, procedures and escalation processes.
• Communicate status updates to users, supervisors and coordinate with vendors when needed.
• Execute preventative maintenance and ensure system uptime.

Required profile

• 2–3 years of experience in desktop support or help‑desk environments.
• Relevant certifications such as CompTIA A+ or Microsoft Certified Professional.
• Familiarity with ticketing systems and enterprise IT environments.
• Exposure to mobile device management for iOS and Android platforms.

Required skills

• Strong knowledge of Windows 11 and Microsoft Office 365.
• Experience with Active Directory and Group Policy (GPOs).
• Hardware troubleshooting and installation expertise.
• Basic support for macOS devices.
• Understanding of networking concepts, servers and overall IT infrastructure.
• Proficiency with ticketing systems and documentation.
• Knowledge of mobile device management (iOS & Android).