Desktop Support Engineer

📌 Job Overview

We are looking for an experienced Deskside Technician – End User Computing (EUC) to provide onsite technical support, troubleshoot hardware and software issues, and maintain end-user computing devices in a corporate environment.

The successful candidate will be responsible for incident resolution, device installation and configuration, inventory management, network connectivity, and ensuring compliance with Service Level Agreements (SLAs).

🔧 Key Responsibilities

• 🖥️ Onsite Technical Support: Provide onsite technical assistance to authorized users and resolve EUC-related incidents within agreed SLAs.

• 🛠️ Hardware Troubleshooting: Install, configure, upgrade, repair, and maintain desktops, laptops, monitors, docking stations, and peripherals.

• 💻 Software Support: Troubleshoot operating system and application issues, including Windows and Microsoft Office 365.

• 🎫 Incident Management: Log, update, track, and resolve incidents and service requests using ServiceNow or other IT service management tools.

• 📦 IT Asset Management: Maintain accurate inventory records, track equipment allocation, and manage device replacements.

• 🌐 Network Connectivity: Troubleshoot LAN, WAN, Wi-Fi, printer, scanner, and corporate network connectivity issues.

• 🖨️ Printer and Scanner Support: Configure network printers, scanners, IP addresses, print queues, and TCP/IP printing services.

• 📱 Mobile Device Support: Configure, troubleshoot, repair, and maintain mobile devices and other mobile computing platforms.

• 🔄 Imaging and Deployment: Support operating system imaging, deployment, upgrades, and migrations using tools such as SCCM and MDT.

• 💾 Backup and Recovery: Configure and support data backup, recovery, and system restoration processes.

• 🍎 macOS Support: Assist with macOS device deployment, configuration, and troubleshooting.

• ⭐ VIP Support: Provide priority technical support for authorized VIP users and their computing, display, communication, and conferencing equipment.

• 🔍 Problem Management: Identify recurring technical issues, perform root-cause analysis where appropriate, and recommend preventive measures.

• 🤝 Stakeholder Communication: Communicate technical issues and resolutions clearly to technical teams, end users, and relevant stakeholders.

• 📊 Reporting and Documentation: Maintain accurate incident records, update the problem management database, and provide timely service updates.

• ✅ Preventive Maintenance: Perform routine checks and maintenance to ensure the reliability and availability of end-user computing equipment.

🎓 Job Requirements and Qualifications

• Minimum 5 years of relevant experience in deskside support, desktop support, or end-user computing support.

• Hands-on experience troubleshooting desktops, laptops, operating systems, and peripheral devices.

• Experience using ServiceNow or a similar IT service management ticketing platform.

• Experience with IT inventory and asset management.

• Knowledge of Windows operating systems, including Windows 10 and Windows 7 environments.

• Experience with operating system imaging and deployment tools such as SCCM and MDT.

• Good knowledge of Microsoft Office 365 applications.

• Experience configuring hardware, software, network connectivity, and user access to IT resources.

• Knowledge of data backup and recovery procedures.

• Experience supporting mobile computing devices and corporate network printers.

• Ability to communicate technical information clearly to technical and non-technical users.

• Experience supporting macOS devices.

• Experience working in a large enterprise IT environment.

• Experience providing VIP or executive-level IT support.

• Knowledge of incident management, problem management, and SLA-based service delivery.

🏅 Certification

• CompTIA A+ Certification – Required as specified in the original job requirements.

🧩 Key Skills

• Deskside Support

• End User Computing (EUC)

• Desktop and Laptop Troubleshooting

• Windows 10 and Windows 7

• Microsoft Office 365

• ServiceNow Ticketing Tool

• SCCM and MDT

• IT Asset and Inventory Management

• Hardware and Software Installation

• Network Troubleshooting

• LAN/WAN Connectivity

• Printer and Scanner Configuration

• macOS Support

• Mobile Device Support

• Data Backup and Recovery

• Incident and Problem Management

• VIP Technical Support

• SLA Management

Skills

Scanner Technology, IT Service Management, Windows 10, Mobile Computing, Troubleshooting Operating System, Hardware, Track section, laptop systems, Onsite Support, Peripheral Equipment, IT service management tools, Hardware Troubleshooting, Backup & Recovery, Network Troubleshooting, Hardware and Software Support, System Deployment