Desktop Support Engineer

Role & responsibilities

Job Summary: The Desktop Support Engineer will be responsible for providing technical assistance and

support to end-users for hardware, software, and network-related issues. This role involves

troubleshooting, resolving, and escalating technical problems to ensure a high level of customer

satisfaction and operational efficiency.

Key Responsibilities:

1. Technical Support:

• Provide first-level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to the correct resources.
• Update customer data and produce activity reports.
• Document and manage technical issues in the ticketing system.

2. Troubleshooting:

• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and

other peripherals.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk customers through problem-solving processes.
• Collaborate with the network and system administrators to resolve technical issues.

3. Installation and Configuration:

• Install, configure, and upgrade operating systems and software, using standard business

and administrative packages.

• Install, assemble, and configure computers, monitors, network infrastructure, and

peripherals such as printers, scanners, and related hardware.

• Ensure all installations are done according to company standards and policies.
• Manage and maintain inventory of hardware and software assets.

4. Maintenance and Monitoring:

• Maintain records/logs of repairs and fixes and maintenance schedules.
• Monitor and maintain computer systems and networks.
• Test and implement new technology.
• Perform regular system updates and backups to ensure data integrity and security.

5. User Training and Support:

• Provide accurate information on IT products or services.
• Guide users with simple, step-by-step instructions.

• Conduct brief training sessions for users to ensure they understand basic functions and

new software updates.

• Create and maintain user documentation and FAQs.

Qualifications:

• Education:
• Bachelors degree in Computer Science, Information Technology, or a related field, or

equivalent experience.

• Experience:
• Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar

role.

• Experience with Active Directory and network troubleshooting is a plus.
• Certifications:
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator

Associate, or similar are preferred.

• Skills:
• Excellent problem-solving and multitasking skills.
• Strong knowledge of Microsoft Windows OS and Office Suite.
• Familiarity with remote desktop applications and help desk software.
• Ability to provide step-by-step technical help, both written and verbal.
• Strong customer service orientation.
• Knowledge of Mac OS and Linux is a plus.

Soft Skills:

• Good communication skills.
• Ability to work independently and within a team.
• Strong organizational skills and attention to detail.
• High level of patience and empathy when dealing with users.
• Ability to handle stressful situations and provide calm, professional support.

Working Conditions:

• This role may require working in various shifts to provide support across different time zones.
• Physical ability to lift and move computer equipment as necessary.
• Availability for occasional on-call support outside regular business hours.
• May require travel to different office locations.