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 covers Windows and macOS desktops, laptops, mobile devices, peripherals and collaboration tools, with a focus on timely resolution, root‑cause analysis and continuous improvement.

Key responsibilities

• Deliver Level 2 support for Windows and macOS devices, including hardware, operating systems and standard enterprise applications.
• Troubleshoot complex issues related to Microsoft 365, Outlook, Teams, VPN, printers and other peripherals.
• Perform root‑cause analysis, document permanent fixes and reduce recurring incidents.
• Manage endpoint tools such as Microsoft Intune, SCCM/MECM or Jamf – build, image, configure, deploy and retire devices.
• Apply OS patches, software updates and security configurations in line with IT policies.
• Support Active Directory and Azure AD account administration, MFA, conditional access and endpoint security.
• Log and track incidents in the ITSM tool (e.g., ServiceNow) and create knowledge‑base articles.
• Collaborate with Level 3 teams, vendors and other IT functions to resolve issues and support onboarding/off‑boarding activities.

Required profile

• 2–5 years of experience in desktop or end‑user support.
• Associate or Bachelor’s degree in IT, Computer Science or related field (preferred).
• Relevant certifications such as CompTIA A+ (preferred).
• Strong analytical, problem‑solving and communication skills.

Required skills

• Windows 10/11
• macOS
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory & Azure AD
• Endpoint management tools – Intune, SCCM/MECM, Jamf
• Networking fundamentals – DNS, DHCP, VPN, TCP/IP
• Desktop hardware, printers and peripheral troubleshooting