Desktop Support Engineer

About the role

The Desktop Support Engineer provides advanced technical assistance for end‑user computing environments, handling incidents and service requests beyond Level 1 support. The role focuses on Windows, macOS, mobile devices, peripherals and collaboration tools, ensuring timely resolution and continuous improvement.

Key responsibilities

• Provide Level 2 support for Windows 10/11 and macOS desktops and laptops, including hardware, OS and standard enterprise applications.
• Troubleshoot complex issues related to Office 365/Microsoft 365, Outlook, Teams, VPN, printers and peripherals.
• Resolve escalated incidents while adhering to SLAs and prioritisation guidelines.
• Perform root‑cause analysis and document permanent fixes to reduce recurring incidents.
• Support endpoint management tools such as Microsoft Intune, SCCM/MECM and Jamf – build, image, configure, deploy and de‑commission devices.
• Apply OS patches, software updates and security configurations in line with IT policies.
• Administer Active Directory and Azure AD accounts, assist with MFA, conditional access and endpoint security.
• Log, track and update tickets in the ITSM tool (e.g., ServiceNow) and maintain technical documentation and KB articles.
• Collaborate with Level 3 teams, vendors and other IT functions to resolve issues and support onboarding/offboarding activities.

Required profile

• 2–5 years of experience in IT Desktop Support or End‑User Support.
• Associate or Bachelor’s degree in IT, Computer Science or equivalent preferred.
• Relevant certifications such as CompTIA A+ (preferred).
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks, prioritise effectively and maintain a customer‑service mindset.

Required skills

• Windows 10/11 and macOS support.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Active Directory and Azure AD administration.
• Endpoint management platforms (Microsoft Intune, SCCM/MECM, Jamf).
• Networking fundamentals (DNS, DHCP, VPN, TCP/IP).
• Hands‑on troubleshooting of desktop hardware, laptops, printers and peripherals.