Desktop Engineer

Key Responsibilities

Provide L2 / L3 desktop support for end-users across Windows and macOS environments.

Troubleshoot and resolve issues related to hardware, operating systems, applications, and peripherals .

Manage installation, configuration, and upgrades of desktops, laptops, and mobile devices.

Administer and support Active Directory, Group Policies, and user account management .

Support enterprise tools such as Microsoft Office 365, Outlook, Teams, VPN clients, and collaboration platforms .

Perform patch management, antivirus updates, and endpoint security compliance .

Handle network connectivity issues (LAN / WAN / Wi-Fi) and basic switch / router troubleshooting.

Coordinate with vendors for hardware repairs, warranty claims, and software licensing.

Document SOPs, troubleshooting guides, and maintain a knowledge base for recurring issues.

Mentor and guide junior support engineers, ensuring adherence to ITIL processes.

Participate in incident, problem, and change management activities.

Support asset inventory management and ensure compliance with IT policies.

Engage in service improvement initiatives to enhance user experience and reduce downtime.

Required Skills & Experience

8+ years of hands-on experience in desktop / end-user support .

Strong knowledge of Windows 10 / 11, macOS, and Microsoft Office 365 suite .

Experience with Active Directory, DNS / DHCP, and remote desktop tools .

Proficiency in hardware troubleshooting (desktops, laptops, printers, peripherals).

Familiarity with ticketing systems (ServiceNow, Remedy, or similar) .

Basic scripting knowledge (PowerShell, Batch, or VBScript) for automation.

Strong communication and interpersonal skills for end-user interaction.

ITIL Foundation certification (preferred but not mandatory).