Desktop Support Engineer

Key Responsibilities:

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).

· 1–3 years 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.