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
