Desktop Support Engineer

Technical Support Engineer / Desktop Engineer

Educational qualification:

• Graduate Engineer/Diploma holder in any stream.

Professional Certifications:

• MCP

• MCSA

Professional Experience:

• Proven work experience of minimum 5 to 7 years as a Desktop Support Engineer, Technical Support Engineer or similar role

• Hands-on experience with Windows/Linux/Mac OS environments

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• Knowledge of network security practices and anti-virus programs

• Ability to perform remote troubleshooting and provide clear instructions

• Excellent problem-solving and multitasking skills

• Customer-oriented attitude

• BSc in Computer Science or relevant field

• Should be familiar with SCCM, Active Directory and Networking protocols and Subnetting

• Should have executed Image and Patch management.

• Should be familiar with the endpoint protection Application.

• Should have used tools to create System images and deploy them

Job Description / Job Requirements:

• Address user tickets regarding hardware, software, and networking

• Walk customers through installing applications and computer peripherals

• Windows 2012, Active Directory management

• Troubleshoot and deploy Patch management

• Troubleshoot and deploy endpoint antivirus

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting

• Test alternative pathways until you resolve an issue

• Customize desktop applications to meet user needs

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Report customer feedback and potential product requests

• Help create technical documentation and manuals.