Desktop Support Engineer

About the role

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed. Manage and coordinate the APAC End-of-Life device refresh program to ensure ageing and end-of-support endpoints are identified, replaced, and decommissioned through a controlled lifecycle process.

Key responsibilities

• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels
• Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes
• Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets
• Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents
• Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users
• Review upcoming 12–18 month End-of-Support/EOL device inventory across APAC and develop replacement plans and timelines
• Coordinate with PATS points of contact across 12 APAC countries to review inventories, validate devices requiring replacement, and monitor remediation
• Engage APAC Line of Business COOs on upcoming refresh requirements and obtain necessary funding approvals for endpoint purchases
• Maintain end-to-end tracking of EOL remediation, from initial PATS inventory review through replacement and final decommissioning of the legacy device
• Provide clear status visibility to stakeholders, escalating delays, funding dependencies, and outstanding actions that could affect completion of the refresh program

About you

• Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
• Expertise in Windows 11, iGel, iOS, iPadOS for installation and maintenance
• Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues
• Understand data loss protection, encryption and cybersecurity best practices
• Strong communication skills, ability to simplify complete technical terms into understandable language for customers
• Skills for installing, updating, troubleshooting and maintaining software applications and security patches
• Familiarity with virtual machines
• Availability for ad-hoc work after hours and on weekends where necessary
• Regional program and lifecycle management
• Asset and inventory management