Desktop Support Engineer

Job Summary:

We are seeking an experienced Desktop Support Engineer to provide technical support, maintenance, and troubleshooting for end-user systems, hardware, and software. The ideal candidate will possess strong expertise in Windows and Mac environments, network troubleshooting, and IT service management (ITSM) processes. This role ensures smooth day-to-day IT operations and timely resolution of user issues to maintain business continuity.

Key Responsibilities:

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

• Troubleshoot and resolve issues related to hardware, operating systems, and applications.

• Install, configure, and maintain Windows, macOS, and Linux-based systems.

• Manage user accounts, permissions, and group policies via Active Directory.

• Support Microsoft 365, Outlook, Teams, and related productivity tools.

• Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN).

• Perform software installations, updates, and system patches following IT policies.

• Maintain accurate asset inventory and documentation of incidents and resolutions in ITSM tools (e.g., ServiceNow, Remedy, Jira).

• Ensure compliance with security and data protection policies.

• Collaborate with infrastructure and network teams for escalations and complex issues.

• Assist in new hire onboarding and IT setup (hardware provisioning, access setup, etc.).

• Support remote users using remote desktop tools or VPN solutions.

Required Skills & Qualifications:

• 3–6 years of experience in desktop or IT support roles.

• Strong knowledge of Windows 10/11, macOS, and Microsoft Office 365.

• Experience with Active Directory, DNS, DHCP, Group Policy, and basic networking.

• Familiarity with ITSM tools (ServiceNow, Remedy, or Jira Service Desk).

• Hands-on experience with remote desktop tools (RDP, AnyDesk, TeamViewer, etc.).

• Excellent troubleshooting, problem-solving, and communication skills.

• Ability to work independently and manage multiple support requests efficiently.

Good to Have:

• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.

• Experience with SCCM, Intune, or JAMF for device management.

• Basic understanding of ITIL processes.

• Exposure to VPN, firewall, and endpoint protection tools.

Educational Qualification:

• Bachelor's degree or diploma in Information Technology, Computer Science, or related field.