Job Title: Desktop Support Engineer
Job Description:
The Desktop Support Engineer is responsible for providing technical support and troubleshooting assistance to end users for hardware, software, and network-related issues. The role ensures smooth day-to-day IT operations by resolving incidents within defined SLAs and maintaining high user satisfaction.
Key Responsibilities:
-
Diagnose and resolve desktop/laptop, printer, and peripheral issues
-
Provide support for operating systems, applications, and basic network connectivity
-
Manage user accounts, access, and permissions (e.g., Microsoft 365 / Google Workspace)
-
Install, configure, and maintain IT equipment and software
-
Handle ticketing system, ensuring timely updates and closure
-
Support onboarding and offboarding activities
-
Maintain IT asset inventory and documentation
-
Coordinate with vendors for hardware repairs and replacements
-
Ensure compliance with IT policies and security standards
Requirements:
-
Relevant IT certification (Hardware/Networking)
-
1–3 years of experience in desktop support or IT helpdesk
-
Basic knowledge of Windows OS, networking, and troubleshooting
-
Familiarity with ticketing tools and remote support
-
Good communication and problem-solving skills
Success Criteria:
-
SLA adherence and quick issue resolution
-
High user satisfaction
-
Reduced repeat incidents and minimal escalations
