Desktop Support Engineer

Job Summary

Provide first-level remote IT support to users by handling phone calls, emails, voicemails, and chat requests. Diagnose technical issues, troubleshoot remotely, and guide non-technical users through step-by-step solutions.

Roles & Responsibilities

• Provide remote technical support for computers, laptops, printers, scanners, mobile devices, and software.
• Diagnose and resolve hardware, software, connectivity, and Microsoft 365 issues.
• Log, prioritize, track, and update incidents using an IT ticketing system.
• Perform basic Active Directory tasks, including password resets, account unlocks, and access updates.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex or unresolved issues to appropriate engineering teams.
• Provide clear, professional, and patient guidance to non-technical users.
• Manage multiple support requests while meeting service-level expectations.
• Work independently while effectively managing assigned support requests.

Required Skills & Experience

• Minimum 3 years of experience in Desktop Support, IT Helpdesk, or Technical Support.
• Basic knowledge of Windows, Microsoft 365, Active Directory, and remote support tools.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Ability to explain technical solutions clearly to non-technical users.
• Strong patience, empathy, time management, and customer-service skills.