Role Overview
We are looking for an experienced Desktop Support Engineer (Band 3) who can provide advanced technical support, handle escalated incidents, and ensure smooth functioning of end-user systems across the organization.
Key Responsibilities
- Provide Level 3 support for desktops, laptops, OS, and enterprise applications.
- Handle escalations from L1 and L2 teams and resolve complex technical issues.
- Manage patch updates, endpoint security, and compliance checks.
- Support users with network connectivity, VPN, printers, and hardware issues.
- Coordinate with infrastructure/security teams for problem resolution.
- Maintain accurate documentation of incidents, solutions, and preventive actions.
- Participate in IT audits and ensure compliance with company standards.
Skills & Qualifications
- 46 years of experience in Desktop/End-User Support.
- Strong troubleshooting skills in Windows, macOS, O365, VPN, and hardware.
- Hands-on experience with Active Directory, Group Policy, and patch management tools.
- Knowledge of ITIL processes (Incident, Change, Problem Management).
- Good communication and customer-handling skills.
- Preferred: MCSA/MCSE, ITIL Foundation, CompTIA A+/N+.
