Desktop Support Engineer (Client: Marks and Spencer)

Role & responsibilities

Key Responsibilities

• Provide L1 / L2 technical support to end users through voice calls, remote support, and ticketing systems.
• Diagnose and resolve desktop, laptop, printer, and peripheral issues.
• Troubleshoot Windows OS, Microsoft Office applications, and enterprise software.
• Support Active Directory tasks such as user account creation, password resets, and access management.
• Assist users with VPN, email configuration, and connectivity issues.
• Log, track, and manage incidents using ITSM / ticketing tools.
• Perform software installation, upgrades, and patch management.
• Coordinate with network, server, and application teams for issue escalation.
• Maintain documentation for troubleshooting steps and solutions.
• Ensure SLA adherence and high customer satisfaction.

Required Skills

• Good knowledge of Windows 10/11 troubleshooting.
• Experience with Microsoft Office 365 support.
• Basic understanding of Active Directory & user administration.
• Knowledge of network fundamentals (LAN, WAN, DNS, DHCP).
• Experience with remote support tools.
• Understanding of ticketing systems (ServiceNow / Remedy / Freshservice etc.).
• Strong communication skills for UK & US voice support.

Preferred candidate profile

• Diploma / Bachelors degree in IT, Computer Science, or related field.
• Certifications such as CompTIA A+, Microsoft certifications, or ITIL are a plus.
• Prior experience in international voice technical support preferred.