Desktop Support Engineer

Responsibilities:

Technical Support & Troubleshooting: Act as the primary point of contact for end-users, providing Level 1 and Level 2 support via phone, email, chat, and in-person desk-side support.

Hardware/Software Management: Install, configure, and maintain computers (Windows/Mac), peripherals (printers, scanners), and office software, ensuring systems are up to date with patches and upgrades.

Networking & Connectivity: Troubleshoot network connectivity issues, including Wi-Fi, VPN, and LAN issues.

User Provisioning: Handle onboarding and offboarding, including setting up new workstations, imaging laptops, and managing user accounts in Active Directory/Google Workspace.

Ticketing & Documentation: Document all technical issues, diagnostics, and solutions in the ITSM ticketing system (e.g., Jira, ServiceNow) to maintain an accurate knowledge base.

System Maintenance: Monitor the performance of desktop infrastructure, performing preventive maintenance to prevent issues.

Escalation: Escalate complex, unresolved issues to network or security engineers.

Requirements and Skills:

Education: Bachelors degree in Computer Science, Information Technology, or a related field.

Experience: Proven experience as a Desktop Support Engineer, Technical Support Specialist, or similar role.

Technical Proficiency:

Strong knowledge of Windows 10/11 and macOS environments.

Hands-on experience with Microsoft 365, Office Suites, and anti-virus software.

Familiarity with Active Directory, DHCP, DNS, and VPN configuration.

Hardware Knowledge: Expert in troubleshooting PC/laptop hardware, memory modules, and peripheral devices.

Soft Skills:

Excellent customer service and communication skills (verbal and written).

Strong problem-solving and multitasking skills, with the ability to work under pressure.

Ability to guide non-technical users through step-by-step instructions.