Onsite Desktop Engineer

Desktop Engineer Job Description

Responsibilities

- Provide 1st- and 2nd-level support to end-users for desktop, notebook, software, application, and peripheral issues (e.g., printers, scanners, mobile devices).

- Perform device imaging, OS installation, configuration, migration, upgrades, and maintenance using standard enterprise tools (e.g., SCCM task sequences).

- Understand and able to demonstrate the capability of using the Microsoft products like Intune Device Management to register and deploy applications to the end user devices.

- Troubleshoot and resolve hardware and software incidents promptly while ensuring accurate and timely updates in the incident management system.

- Handle user requests proactively and deliver customer-focused technical support.

- Ensure desktops and notebooks integrate seamlessly with organizational infrastructure including file servers, email systems, conferencing platforms, and application servers.

- Coordinate with third-party vendors for hardware replacements or repairs.

- Execute and document system or configuration changes in line with IT quality processes.

- Provide VIP support or standby/on-call coverage as required.

- Deliver smart-hands assistance to other technology teams (Windows, Network, Linux, Backup & Storage).

- Support asset retirement, including secure device handling and lifecycle processes.

- Assist users through phone, email, or remote-support tools such as Microsoft Teams, Quick Assist, LogMeIn, or other approved enterprise tools.

Requirements

- Diploma or Degree in Information Technology or related field.

- Minimum 1 year of hands-on desktop support experience.

- Strong customer service mindset with effective communication skills.

- Proactive attitude with willingness to learn and adapt.

- Solid troubleshooting skills in Windows OS, Microsoft 365, Office apps, and security/antivirus solutions.

- Experience in installing and updating software, patches, and system components.

- Ability to work independently or in a team, with strong task ownership and attention to detail.

- Ability to break down tasks and follow through end-to-end.

- ITIL Foundation (v3 or v4) certification preferred.

- Working knowledge of Microsoft Intune, Azure AD device management, and SCCM/ConfigMgr.

- Exposure to Google Workspace, AWS, or similar cloud platforms is advantageous.