Senior Desktop Support Engineer

Role & responsibilities

• Provide L1/L2 technical support for desktops, laptops, printers, and peripheral devices

• Install, configure, and maintain Windows OS and standard applications

• Diagnose and resolve hardware, software, and network-related issues • Manage incidents and service requests using ticketing tools (e.g., ServiceNow, Remedy, Jira, etc.)

• Ensure timely resolution of tickets as per defined SLAs
• Perform user account management (Active Directory, password resets, access requests)
• Support email systems (Outlook, Office 365)
• Handle IT asset management and system inventory
• Assist with onboarding/offboarding of employees (system setup, access provisioning)
• Coordinate with internal teams and vendors for issue resolution

Required Skills:

• Strong knowledge of Windows OS (Windows 10/11) and basic networking (LAN/WAN, DNS, DHCP)
• Experience working with ticketing tools (ServiceNow/Remedy/Jira, etc.)
• Hands-on experience with MS Office, Office 365, Outlook configuration
• Basic understanding of Active Directory and user administration
• Good troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Customer-focused mindset

Preferred candidate profile

• Knowledge of remote support tools (TeamViewer, Remote Desktop)

• Familiarity with ITIL processes

• Basic scripting knowledge (Video Conferencing, ZOOM, Team Meeting) Education:

• Bachelors degree in computer science, IT, or related field (or equivalent experience)

Soft Skills:

• Strong communication and interpersonal skills

• Ability to handle multiple tasks and prioritize effectively

• Team player with proactive attitude