Role Overview:
As a Desktop Support Engineer, you will be a hands-on member of the Technical Support team, responsible for configuring and supporting PCs, laptops, mobile devices, and applications. This includes providing support for Windows operating systems and various software applications. This internal, customer-facing role demands excellent prioritization, responsiveness, customer service, and verbal communication skills. In consultation with the General Manager, you will contribute to the efficient allocation of computer hardware and software resources, maintain business applications, and ensure the reliability and sustainability of information and communication systems. Utilizing effective communication, technical, and analytical skills, you will manage projects, provide technical support including maintenance and upgrades.
Key Responsibilities:
- Provide exposure to a broad range of IT-related projects and activities.
- Troubleshoot hardware and network issues.
- Act as a single point of contact for end-users to receive support and maintenance for computers and network systems.
- Diagnose and resolve a wide range of Windows applications and networking problems to minimize downtime.
- Troubleshoot network connectivity in LAN/WAN environments.
- Coordinate with vendor support contacts to resolve technical problems.
- Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
- Install and deploy desktops (Windows 7, 8, 2008, 2012 R2, and 2019 R2 Server).
- Install and configure antivirus software and troubleshoot MS Office products.
- Provide basic troubleshooting and ticket resolution and support to existing desk-side staff.
- Configure and install approved applications.
- Capture all incidents in the ticketing tool promptly and ensure 100% SLA compliance. Follow up and escalate (internally/externally) desktop-related issues as necessary.
- Availability to work in flexible schedules depending upon the requirement including weekends.
Desired Skills and Experience:
- Experience in Desktop Support, including end-to-end support for operating system installations, upgrades, troubleshooting enterprise applications, and general IT hardware/software maintenance.
- Basic knowledge of Active Directory (AD), DHCP, DNS, and Networking.
- Technical certifications (e.g., MCSA, MCSE, Red Hat, MCITP) are an advantage.
- Strong communication skills and a customer-oriented approach.
