Desktop Support Engineer

📍 Position Overview

We are looking for an experienced Deskside Technician – End User Computing (EUC) to provide onsite technical support, troubleshooting, repair, and preventive maintenance for end-user computing equipment and peripherals at corporate locations.

The successful candidate will be responsible for resolving EUC incidents, supporting end users, maintaining hardware and software, managing IT assets, and ensuring all requests are handled within agreed Service Level Agreements (SLAs).

🔧 Key Responsibilities

• 🖥️ Provide onsite technical and operational support to authorized users in accordance with defined SLAs.
• 🛠️ Troubleshoot and resolve incidents and problems related to desktops, laptops, monitors, docking stations, mobile devices, and other EUC equipment.
• 💻 Install, configure, upgrade, migrate, and repair desktops, laptops, operating systems, applications, and peripherals.
• 🔄 Perform Windows imaging, deployment, migration, and re-imaging using tools such as SCCM and MDT.
• 🧰 Perform reactive troubleshooting and preventive maintenance to identify and minimize recurring incidents.
• 🌐 Troubleshoot corporate network connectivity, including LAN, WAN, TCP/IP, and network resource access.
• 🖨️ Configure and support network printers and scanners, including IP addressing, TCP/IP connectivity, printer queues, and device configuration.
• 📱 Configure, troubleshoot, and maintain mobile computing devices and platforms.
• 🍎 Provide support for Mac OS devices and deployments where required.
• ☁️ Provide end-user support for Microsoft Office 365 applications and services.
• 🎫 Log, update, monitor, and resolve incidents and service requests using ServiceNow or similar ITSM tools.
• 📦 Perform IT asset and inventory management, including tracking, deployment, replacement, and disposal of equipment.
• ⭐ Provide dedicated VIP / executive support for desktops, laptops, mobile devices, display systems, video systems, docking stations, printers, scanners, and related equipment.
• 🔧 Provide warranty and break/fix support for end-user devices, network printers, and scanners.
• 💾 Configure and support backup and recovery options and assist with data recovery where required.
• 📊 Maintain accurate records of incidents, requests, assets, and problem-management activities.
• 🤝 Communicate effectively with technical and non-technical users, internal teams, vendors, and other stakeholders.
• 📢 Provide timely updates on customer requirements, incidents, assignments, and resolution status.
• 👨‍💻 Perform other deskside and EUC support activities as required.

🎓 Requirements & Qualifications

• 🎯 2-3 years of relevant experience in Deskside Support, Desktop Support, EUC, or End User Computing.
• 🖥️ Strong hands-on experience supporting Windows 7/10 environments.
• 🔄 Experience deploying Windows operating systems in large enterprise environments.
• 🧰 Hands-on knowledge of SCCM and MDT imaging/deployment tools.
• ☁️ Good working knowledge of Microsoft Office 365.
• 🍎 Experience supporting or deploying Mac OS environments.
• 🔧 Strong hardware and software troubleshooting skills.
• 🌐 Good understanding of network connectivity, LAN/WAN, TCP/IP, and access to corporate resources.
• 🖨️ Experience configuring and troubleshooting network printers and scanners.
• 📱 Experience supporting mobile computing devices.
• 🎫 Hands-on experience with ServiceNow or similar ITSM/ticketing platforms.
• 📦 Experience in IT asset and inventory management.
• 💾 Knowledge of backup and data recovery tools.
• 🔐 Experience configuring access to systems, applications, network resources, and corporate services.
• ⭐ Experience providing VIP / executive-level IT support is an advantage.
• 🏆 CompTIA A+ certification is required/preferred, depending on client requirements.