Desktop Support Engineer

End-User Support

• Provide first-level and second-level support for desktops, laptops, printers, scanners, and other peripherals.
• Troubleshoot issues related to OS, application software, email, VPN, and network connectivity.
• Handle user requests through ticketing tools and ensure timely resolution within SLA.
• Support video conferencing systems, meeting room setups, and corporate events.

Hardware & Software Management

• Install, configure, and maintain Windows/Mac systems and approved corporate applications.
• Perform system upgrades, patches, and security updates.
• Manage IT assets including tagging, inventory tracking, and documentation.
• Coordinate with vendors for hardware repairs and replacements.

Network & Security Support

• Assist in basic network troubleshooting (LAN, Wi-Fi, IP conflicts, network printers).
• Ensure compliance with IT security policies, antivirus updates, and data protection standards.
• Escalate complex issues to the senior IT team or network/security teams as required.

Backup & Data Protection Tasks

• Ensure daily/weekly backup jobs (local or server-based) are completed successfully.
• Monitor backup logs and report failures or inconsistencies to the IT Infrastructure team.
• Assist in restoring user data from backups when required.
• Support implementation of backup policies, including retention schedules and storage management.
• Maintain documentation of backup procedures and restore activities.
• Coordinate with central IT for offsite or cloud backup validation.

User Onboarding & Offboarding

• Set up new employee systems, user accounts, email, and access permissions.
• Retrieve equipment and revoke access during employee exit processes.

Qualifications & Skills:

• Bachelor’s degree in IT, Computer Science, or related field (preferred).
• 1 year of experience in desktop support or a similar role.
• Strong knowledge of Windows OS, MS Office 365, and basic networking concepts.
• Experience with Active Directory, DNS, DHCP, and remote support tools.
• Excellent communication, customer service, and problem-solving skills.
• Ability to prioritize tasks and work independently in a fast-paced environment.
• Availability for on-call support or extended hours during critical incidents.
• Professional, service-oriented attitude with strong teamwork skills.