Desktop Support Engineer

Job Summary

We are seeking a skilled L2 Desktop Support Engineer to provide onsite and remote technical support for end-user computing environments. The ideal candidate will have strong experience in Windows desktop support, Microsoft technologies, mobile device management, hardware troubleshooting, and enterprise IT support. This role requires excellent problem-solving skills, a customer-focused approach, and the ability to meet SLA-driven service delivery objectives.

Key Responsibilities

• Provide Level 2 technical support for desktop, laptop, and peripheral-related incidents and service requests.
• Install, configure, troubleshoot, and maintain Windows desktops, laptops, printers, and other end-user devices.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Administer and support Microsoft Active Directory, including user account management and Group Policy (GPO) implementation.
• Support Microsoft Office 365 applications and related services.
• Manage Windows PCs and laptops using Active Directory and enterprise management tools.
• Provide support for iOS and Android mobile devices, including device enrollment and troubleshooting.
• Install, configure, and troubleshoot enterprise antivirus and endpoint security solutions.
• Perform hardware upgrades, replacements, and break-fix activities.
• Log, track, and resolve incidents using enterprise Helpdesk ticketing systems while meeting SLA requirements.
• Collaborate with internal IT teams to resolve complex technical issues and support infrastructure projects.
• Document troubleshooting steps, resolutions, and technical procedures.
• Provide excellent customer service and technical assistance to end users.
• Participate in after-hours, weekend, and emergency support activities when required.

Required Technical Skills

• Windows 7, Windows 10, and Windows 11 administration and troubleshooting
• Microsoft Active Directory
• Group Policy Objects (GPO)
• Microsoft Office 365
• Desktop, laptop, and PC hardware installation and troubleshooting
• Enterprise antivirus and endpoint protection solutions
• Helpdesk/Ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Mobile Device Management (MDM)
• iOS and Android device support
• Enterprise encryption solutions
• Windows PC/Laptop management through Active Directory
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi)

Experience

• 3–5 years of experience in Desktop Support, IT Support, or End-User Computing.
• Experience supporting enterprise Windows environments.
• Hands-on experience with hardware troubleshooting, Active Directory, Office 365, and mobile device management.
• Experience working within SLA-driven support environments.

Preferred Skills

• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to prioritize multiple tasks and manage workload effectively.
• Excellent verbal and written communication skills.
• Strong customer service and stakeholder management skills.
• Adaptable and flexible in a fast-paced enterprise environment.
• Willingness to work after hours, weekends, or during emergency support situations when required.
• Ability to work independently as well as collaboratively within a team.

Preferred Certifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• CompTIA A+
• ITIL Foundation Certification
• Microsoft Certified: Azure Fundamentals (AZ-900) (Preferred)