Deskside Support Engineer

About the role

We are seeking a dedicated and customer-oriented Deskside Support Engineer to provide onsite end-user support for PCs, notebooks, and mobile devices. The successful candidate will be responsible for handling incidents, service requests, endpoint patch management, and daily desktop support operations.Solid experience in Microsoft SCCM (Microsoft Endpoint Configuration Manager) is essential, particularly in software package creation, deployment, OS image management, and endpoint administration.

Key Responsibilities

• Provide onsite and remote technical support for:
• Desktop PCs
• Notebooks/Laptops
• Mobile devices (iOS and Android)
• Peripheral equipment (printers, scanners, monitors, docking stations)

Respond to and resolve:

• Incidents and technical issues
• Service requests
• Hardware and software troubleshooting
• User access and configuration requests

Perform endpoint administration, including:

• Windows OS support and maintenance
• Patch management and deployment
• Software installation, upgrades, and updates
• Endpoint health monitoring

Manage Microsoft SCCM activities:

• Create and maintain software deployment packages
• Create and manage Task Sequences
• Deploy operating system images
• Monitor software deployment status
• Troubleshoot SCCM-related issues

Support asset management activities:

• Hardware inventory maintenance
• Device lifecycle management
• Asset tracking and documentation
• Maintain support documentation, standard operating procedures (SOPs), and knowledge base articles.
• Work closely with infrastructure, network, and application support teams to resolve complex technical issues.
• Ensure service delivery meets agreed SLA and KPI targets.

Requirements:

• Diploma or above in Information Technology, Computer Science, Information Systems, or related disciplines.

• Minimum 3 years of hands-on experience in Deskside Support, Desktop Support, End User Computing (EUC), or IT support environments.

• Good troubleshooting and problem-solving abilities.

• Strong customer service mindset and communication skills.

• Ability to work independently and in a team environment.

• Good spoken and written English. Cantonese is preferred.

Technical Skills

• Windows 10 / Windows 11
• Microsoft Office 365
• Active Directory
• Microsoft SCCM
• Software package creation and deployment
• Operating System image deployment
• Patch management administration
• Task Sequence configuration

Preferred Qualifications

• Experience with Microsoft Intune and Autopilot.
• ITIL Foundation certification.
• Experience supporting enterprise environments with 500+ users.