Desktop Support Engineer

Role & responsibilities

• Troubleshoot and resolve common user issues related to desktops, laptops, peripherals (printers, monitors, etc.), and Windows operating systems.
• Perform basic hardware and software installations, configurations, and updates.
• Troubleshoot basic network connectivity issues.
• Monitor server performance and health using monitoring tools.
• Provide conference room and A/V support, including troubleshooting projectors, video conferencing systems, speakers, and microphones to ensure seamless meeting functionality.
• Assist users with remote access tools and virtual desktop environments (if applicable).
• Provide guidance and training on basic IT practices and troubleshooting techniques.
• Respond to user inquiries and requests for assistance through phone, email, chat, or in-person interactions.
• Utilize knowledge base articles, internal resources, and vendor documentation to resolve problems.
• Document incidents, track progress, and escalate complex issues to senior technicians or vendors when necessary.
• Maintain accurate records of all interactions with users, including tickets, logs, and resolutions.
• Provide clear explanations and updates to users throughout the resolution process.
• Stay up to date on best practices for desktop support or IT workspace management.

Preferred candidate profile

• Minimum 1 to 3 year of experience in a technical support role or related field
• Strong understanding of IT terminology, network, hardware, software concepts, and troubleshooting methodologies.
• Customer-focused approach with a commitment to providing excellent service.
• Ability to work independently and as part of a team.
• Excellent time management and organizational skills.