Desktop Engineer

We're Hiring: Desktop Engineer!

The Desktop Engineer will provide end-user IT support, troubleshoot hardware and software issues, maintain desktop and laptop systems, and ensure employees have reliable access to IT services. The role involves incident resolution, device configuration, software installation and coordination with IT teams to maintain a secure and productive workplace.

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, peripherals and end-user applications.

• Diagnose and resolve hardware, operating system, software, network connectivity and access-related issues.

• Install, configure, upgrade and maintain Windows desktops, laptops and approved business applications.

• Support Microsoft 365 applications, Outlook, Teams, VPN and common productivity tools.

• Manage user accounts, permissions and password-related requests in accordance with IT policies.

• Perform device imaging, setup, deployment, patching, antivirus checks and routine maintenance.

• Support Active Directory and/or Microsoft Entra ID tasks, including basic account and group administration.

• Log, track, prioritise and update incidents and service requests in the IT Service Management (ITSM) system.

• Escalate complex issues to infrastructure, network, security or application teams and follow through to resolution.

• Maintain IT asset inventory, device allocation records and technical documentation.

• Follow IT security policies, endpoint protection standards, backup procedures and change-management processes.

• Provide clear user communication and technical guidance, ensuring a professional customer-service experience.
  
  

• Diploma or degree in Information Technology, Computer Science or a related discipline, or equivalent practical experience.

• Experience in Desktop Support, Service Desk, IT Support or Endpoint Administration.

• Good knowledge of Windows 10/11 operating systems, desktop and laptop hardware, and troubleshooting methods.

• Working knowledge of Microsoft 365, Outlook, Teams, printers and common end-user applications.

• Basic understanding of LAN/WAN, Wi-Fi, DNS, DHCP, VPN and network connectivity troubleshooting.

• Exposure to Active Directory, Microsoft Entra ID, endpoint management tools and ticketing systems.

• Strong communication, customer-service, problem-solving and time-management skills.

• Ability to prioritise requests, document solutions and work independently as well as within a team.
  
  

• Experience with Microsoft Intune, SCCM/MECM, endpoint imaging or software deployment tools.

• Knowledge of ITIL-based incident, request and change-management processes.

• Exposure to endpoint security, disk encryption, patch management and compliance checks.

• Relevant certifications such as CompTIA A+, Microsoft certifications or ITIL Foundation.
  
  

• Customer-focused approach and patience when supporting non-technical users.

• Structured troubleshooting and attention to detail.

• Ability to handle multiple tickets and meet agreed service levels.

• Commitment to confidentiality, information security and accurate documentation.