Desktop Support Engineer

Job Summary

The Resident Engineer acts as the primary on-site IT contact for daily user requests, equipment setups, and troubleshooting. This role focuses on maximizing device uptime, ensuring quick ticket resolution, and providing localized face-to-face user service.

Key Responsibilities

• On-Site Support: Provide desk-side and walk-up troubleshooting for desktops, laptops (Windows/macOS), mobile devices, and peripherals like printers and scanners.
• Ticket Management: Receive, log, track, and update incidents using standard help desk tools like ServiceNow or Jira, aiming for high First Contact Resolution (FCR).
• Hardware & Software Setup: Install, configure, and deploy operating systems, standard business applications, security patches, and hardware components.
• Account Administration: Perform basic user provisioning tasks, including password resets and account modifications in Active Directory or Microsoft 365.
• Network Connectivity: Diagnose basic LAN, Wi-Fi, DNS, DHCP, and VPN connection faults.
• Escalation: Route complex, recurring, or high-level issues to L2/L3 backend teams with clear diagnostic notes.
• Asset Tracking: Maintain accurate physical and digital inventories of IT hardware and peripherals.

Required Qualifications & Skills

• Education: Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Experience: 0 to 3 years of hands-on experience in IT support, Infra or desktop/network devices maintenance.
• Technical Knowledge: Basic understanding of Windows and macOS administration, Microsoft Office Suite, and common remote troubleshooting tools.
• Soft Skills: Strong interpersonal communication, customer-handling skills, and patience when guiding non-technical end users.
• Certifications (Optional but should aware the process): CompTIA A+, ITIL Foundation, or Microsoft Certified Fundamentals.