Desktop Support Engineer

About the role

The Desktop Support Engineer provides first‑ and second‑level support for end‑users, handling both local and remote desktop issues. The role involves answering inbound calls, troubleshooting hardware, software and application problems, and documenting resolutions in a ticketing system.

Key responsibilities

• Deliver first/second level contact and problem resolution for customer issues, including break‑fix and fault diagnosis.
• Install, upgrade, support and troubleshoot Windows (XP, 7, 8.1, 10, 11) and Microsoft Office suites, as well as Cisco Jabber and other authorized desktop applications.
• Provide basic support for macOS devices and manage printers, computer hardware, and peripheral equipment.
• Use diagnostic tools to resolve network connectivity and workstation hardware/software problems.
• Maintain accurate ticket updates, communicate status to customers, and collaborate with third‑party vendors for complex AV issues.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• Minimum 18 months of IT experience, preferably 2‑3 years in Windows desktop support.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• Proven analytical, troubleshooting and problem‑solving abilities, with a focus on meeting SLA targets.

Required skills

• Windows operating systems (XP, 7, 8.1, 10, 11)
• Microsoft Office 2010/2011, Office 365
• Cisco Jabber and other authorized desktop applications
• Basic macOS support
• Printer and peripheral device installation and troubleshooting
• Active Directory, Group Policy Objects (GPO)
• Enterprise anti‑virus solutions and encryption tools
• Helpdesk ticketing systems
• Mobile device management for iOS and Android