Desktop Support Engineer

• 3-4 months contract
• Hybrid role

As part of the service desk team, you will be responsible for providing support to

employees. This involves responding to their inquiries via the ticketing system, phone or chat, diagnosing/analyzing problems, and ,providing workarounds.

Our environment includes Hardware and Software, Windows OS, Office 365, VPN, mobile

phones, video conferencing, Teams Telephony, ITIL processes, Stock management, printing

solutions

Key Responsibilities

• Install, configure, and upgrade windows operating systems and softwares installed

on the end-users workstations.

• Install and replace hardware (Workstations, Laptops, screens, network cable,…)

• Troubleshoot incidents and problems related to emails, network and end-users

peripherals, printing, meeting rooms, access control, CCTV…

• Follow cases with support vendors.

• Support Teams telephony, mobile devices, and smartphones for end-users.

• Maintain User Account in Active Directory, disk encryption and antivirus.

• Assist users with Citrix and VPN connectivity.

• Participate in the creation of documentation to ease the work for the operation

team.

• Follow procedures and guidelines defined for the team.

• Collaborate with other IT teams (network, storage, Windows Infra,…) to resolve

incidents when needed

• Flexibility in covering support shifts

• Participate in discussions and presentation to evolve the infrastructure.

Required Skills and Qualifications

• 2-5 years of experience in service desk support for windows ecosystem, software,

and hardware troubleshooting for end users.

• Experience in Service Desk (remote supporting users using tools such as Microsoft

System Center Configuration Manager (SCCM), Quick Assist...).

• Experience in Desktop support role (Microsoft Windows 11, Microsoft Team Room

(MTR), Office 365 – Outlook, Excel, Teams…).

• Experience in the usage of service desk ticketing system to handle incidents and

requests.

• Strong analytical skills and efficient problem solving

• Willingness to learn continuously.

• Good Communication skills (ie. internal stakeholders and external stakeholders

such as presenting ideas and communication with vendor support.)