Desktop Support Engineer

KEY RESPONSIBILITIES

• Independently troubleshoot and resolve onsite IT incidents and service requests.
• Provide professional, responsive, and high-quality VIP user support.
• Deliver end-to-end support for Digital Bar / Walk-in Centres, including quick fixes and device swaps.
• Support Boutique IT environments and applications.
• Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
• Provide meeting room and AV support, including Microsoft Teams, Zoom, and other vendor equipment.
• Act as a hands-and-eyes support for server and network teams when required.
• Manage printer and MFP support, including coordination with remote support teams and external vendors.
• Support PC refresh and hardware replacement activities, including:
• Device staging and testing
• Device deployment and replacement
• Planning and end-user communication
• Data migration support, where applicable
• Decommissioning and return of old devices
• Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.
• Maintain and manage local IT stock and inventory.
• Record tickets for all activities performed during routine onsite support operations.
• Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs.
• Promote remote resolution where possible to reduce unnecessary onsite dispatches.
• Educate users on available self-help options and remote support tools.
• Identify opportunities for automation and process optimization.
• Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.
• Support local IT projects, initiatives, and infrastructure activities.
• Handle technical escalations and coordinate with relevant support teams.
• Conduct end-user training and new-user induction sessions.
• Work closely with internal teams, vendors, and stakeholders to ensure timely resolution of technical issues.

REQUIRED SKILLS AND EXPERIENCE

• Proven experience in Desktop Support / IT Support / End User Computing.
• Strong troubleshooting and client-side incident resolution skills.
• Experience providing VIP / executive user support.
• Good knowledge of:
• Microsoft Windows
• macOS
• Microsoft Office 365
• ITSM tools and processes
• Workplace applications and support tools
• Experience with hardware, peripherals, printers, and workplace technologies.
• Knowledge of Hardware Asset Management (HAM) processes.
• Basic understanding of LAN/WAN technologies and server room equipment.
• Ability to prioritize tasks and manage multiple incidents and requests simultaneously.
• Strong customer-facing, interpersonal, and communication skills.
• Ability to work effectively with remote support teams, infrastructure teams, vendors, and end users.
• Fluent in English and the local language.
• Knowledge of ITIL processes is preferred.
• Strong focus on customer service, SLA adherence, documentation, and process compliance.

KEY COMPETENCIES

• Excellent problem-solving and troubleshooting abilities
• Customer-focused approach
• Strong communication and interpersonal skills
• Ability to work independently and take ownership of issues
• Ability to work under pressure and manage competing priorities
• Attention to detail in ticketing, CMDB, and asset management
• Team collaboration and stakeholder management
• Proactive approach to identifying improvements and automation opportunities