Job Description & Requirements

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

Provide onsite and remote desktop support services to end users
Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
Perform desktop/laptop imaging and re-imaging activities
Support device deployment, replacement, and technology refresh exercises
Conduct asset inventory verification and asset management activities
Update and maintain accurate incident and service request records within the ticketing system
Create, update, and maintain work instructions, operational procedures, and technical documentation
Ensure compliance with IT policies, security standards, and operational procedures
Provide support for Microsoft Windows and Microsoft Office 365 related issues
Support users across different customer sites and locations as required
Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline
Minimum 1 year of experience in desktop support or IT helpdesk environment
Minimum 1 year of hands-on experience supporting:

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