IT Support Engineer (Desktop)

Job Description & Requirements

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

Provide onsite and remote desktop support services to end users

Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines

Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary

Perform desktop/laptop imaging and re-imaging activities

Support device deployment, replacement, and technology refresh exercises

Conduct asset inventory verification and asset management activities

Update and maintain accurate incident and service request records within the ticketing system

Create, update, and maintain work instructions, operational procedures, and technical documentation

Ensure compliance with IT policies, security standards, and operational procedures

Provide support for Microsoft Windows and Microsoft Office 365 related issues

Support users across different customer sites and locations as required

Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline

Minimum 1 year of experience in desktop support or IT helpdesk environment

Minimum 1 year of hands‑on experience supporting:

Microsoft Windows 10/11

Microsoft Office 365

Technical Skills

Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals

Familiarity with ticketing systems and ITSM processes is preferred

Experience performing remote support using remote access tools will be advantageous

Knowledge of basic networking and troubleshooting concepts is preferred

#J-18808-Ljbffr