5 day work week : Monday to Friday
Location : Islandwide
Job Title: Senior Desktop Support Engineer
About the Role
We are seeking a highly skilled and motivated Senior Desktop Support Engineer to join our IT team. In this role, you will provide advanced technical support to end-users, ensuring smooth operation of workplace technologies and a high standard of customer service. You will serve as an escalation point for complex technical issues, mentor junior team members, and contribute to IT initiatives that enhance the efficiency and reliability of our systems.
Key Responsibilities
- Deliver timely and professional support for desktops, laptops, mobile devices, and related peripherals.
- Troubleshoot and resolve hardware, software, and network connectivity issues, acting as an escalation point for the support team.
- Install, configure, and maintain operating systems, applications, and security tools across multiple platforms.
- Ensure compliance with IT policies, security standards, and best practices.
- Partner with infrastructure, network, and security teams to resolve cross-functional issues.
- Document technical solutions, maintain support knowledge bases, and improve IT processes.
- Provide guidance, training, and mentorship to junior IT support staff.
- Assist in IT projects such as system upgrades, hardware refresh cycles, and application rollouts.
- Deliver high-quality support for senior leadership and VIP users.
Qualifications
- Diploma/Degree in Information Technology, Computer Science, or related discipline.
- Minimum of 4 years of relevant IT support experience, with at least 2 years in a senior or lead role.
- Strong expertise in Windows and macOS environments, Microsoft 365, and enterprise collaboration tools.
- Familiarity with Active Directory, ITSM platforms (e.g., ServiceNow, Jira), and ITIL practices.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Excellent communication, interpersonal, and problem-solving skills.
- Strong customer service orientation with the ability to engage effectively with stakeholders at all levels.
Preferred Certifications
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
- CompTIA A+ / Network+ / Security+
- Apple Certified Support Professional (if relevant to the environment)
