Role Overview:
We are seeking an experienced and customer-focused Desktop Support Engineer with 4+ years of hands-on experience in providing onsite and remote IT support. The ideal candidate should possess strong troubleshooting skills across desktop hardware, software, networking, and endpoint management while ensuring timely resolution of incidents and exceptional end-user support.
Key Responsibilities:
- Provide onsite and remote desktop support for end-user devices, ensuring timely resolution of hardware and software incidents.
- Manage the complete lifecycle of desktop and laptop devices, including installation, configuration, deployment, maintenance, upgrades, and replacement.
- Perform IMAC (Install, Move, Add, and Change) activities and desk-side support for laptops, desktops, and peripheral devices.
- Install, configure, troubleshoot, and support Windows operating systems and Microsoft Office applications.
- Deploy and maintain desktop images using SCCM/MECM and ensure systems comply with organizational patch management and security standards.
- Perform operating system installations, reimaging, software deployment, and hardware replacement activities.
- Provide VIP and executive support, ensuring minimal downtime and high-quality service delivery.
- Install and configure printers, scanners, and other endpoint peripherals.
- Manage antivirus deployment, updates, and endpoint security compliance.
- Coordinate with third-party vendors for warranty claims, hardware replacements, and OEM support.
- Provide Smart Hands support for network devices, including switches, routers, servers, UPS, and other infrastructure equipment.
- Perform routine health checks on endpoint devices and proactively identify potential issues.
- Conduct physical IT asset audits and maintain accurate asset inventory records.
- Support new employee onboarding and offboarding activities, including device provisioning and account setup.
- Maintain accurate documentation of incidents, service requests, asset records, and technical procedures.
- Communicate effectively with end users by providing regular updates throughout the incident lifecycle.
- Participate in vulnerability remediation activities and ensure endpoint compliance with organizational security policies.
- Provide on-call support during critical incidents, VIP requests, and business-critical outages as required.
- Ensure adherence to SLAs and deliver high-quality technical support services.
Required Soft Skills:
- Excellent troubleshooting and analytical skills.
- Strong verbal and written communication.
- Customer-focused approach with excellent interpersonal skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Ability to work independently as well as collaboratively within a team.
- Willingness to work in rotational shifts and provide on-call support when required.
