Description and Requirements
Role Summary:
The Desktop Engineer is responsible for providing Level 2 (L2) IT support and managing end-user hardware and software across the organisation. The role focuses on troubleshooting technical issues, maintaining endpoint devices, ensuring timely incident resolution, and delivering quality support in accordance with established service level agreements (SLAs).
Key Responsibilities:
- Provide L2 desktop support and troubleshoot hardware and software issues involving laptops, desktops, tablets, mobile devices, printers and VPN connectivity.
- Install, configure, image, upgrade and maintain Windows and macOS devices, including hardware refreshes, software deployment, backups and troubleshooting.
- Provide technical support for Microsoft 365 applications and services, including Outlook, MS Teams, OneDrive, SharePoint, Word, Excel and PowerPoint.
- Diagnose and resolve end-user incidents, service requests and technical problems through on-site and remote support.
- Create and customise baseline Windows operating system images to meet organisational requirements.
- Manage user and device onboarding and offboarding, technology refreshes, operating system patching and upgrades.
- Maintain accurate hardware, software and asset inventory records, including conducting annual physical inventory checks.
- Create and update incident and service request records in ServiceNow, ensuring accurate documentation, timely customer updates and SLA compliance.
- Monitor desktop support queues and walk-in requests, prioritise tickets and ensure timely resolution in accordance with established service standards.
- Respond promptly to customer escalations and implement appropriate corrective actions.
- Investigate recurring issues, identify root causes and recommend preventive measures.
- Develop and maintain standard operating procedures (SOPs), technical documentation and support guidelines.
- Manage multiple operational tasks effectively and provide regular progress updates to the Team Lead.
- Perform other duties and assignments as required.
Qualifications and Requirements:
- Diploma or bachelor's degree in Information Technology, Computer Science or a related discipline.
- 3â€5 years of experience in endpoint support, desktop engineering and IT project handling.
- Hands-on technical experience with Windows, macOS, Active Directory (AD), Microsoft Intune, Microsoft 365, endpoint management, email, printing, system imaging, software installation and upgrades, endpoint hardening, antivirus, LAN and VPN.
- Familiarity with ServiceNow, Configuration Management Database (CMDB) and IT asset management.
- ITIL certification and relevant Microsoft certifications are advantageous.
- Strong troubleshooting, analytical and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently with minimal supervision and collaborate effectively within a team.
- Good written and verbal communication skills, with strong documentation and customer service capabilities.
