Desktop Engineer

esponsibilities

• Handle enrollment of users and endpoints into Microsoft 365 (M365) and Intune for account and device management
• Provide desktop support services to end users
• Receive, prioritize, document, and resolve end-user help requests
• Escalate incidents as required to meet SLA expectations
• Perform system imaging and re-imaging activities
• Conduct asset inventory management
• Escalate technical issues to third-party vendors or appropriate resolver groups
• Maintain accurate and up-to-date incident records
• Create and update work instructions when required
• Document standards and procedures
• Provide support for Microsoft 365 (M365) applications, including Teams, OneDrive, Outlook, and SharePoint

Essential Qualifications

• ITE or Diploma with a minimum of 1-3 years of desktop support or IT-related experience
• Experience supporting Microsoft Windows 10 and Microsoft Office 365
• Basic skills in Active Directory, OneDrive, servers, networking, storage, and cloud technologies
• Clear spoken and written English

Preferred Attributes

• Prior IT helpdesk or call center support experience, including remote support
• Knowledge of supporting workstations and related components
• Strong verbal and written communication skills
• Good coordination and prioritization abilities
• Ability to work with urgency and communicate effectively within a team
• Ability to mentor and train junior engineers
• Capability to manage small projects such as OS upgrades and software implementations