Desktop Support Engineer – Windows & Mac Helpdesk

About the role

The Desktop Support Engineer will deliver first‑ and second‑level support to internal users, handling both on‑site and remote requests. You will troubleshoot hardware, software and application issues, log activities in the ticketing system and ensure timely resolution.

Key responsibilities

• Provide first and second level support for Windows and Mac desktops, laptops and peripherals.
• Respond to inbound calls, remote tickets and on‑site incidents, documenting all steps taken.
• Install, upgrade and troubleshoot operating systems (XP, Windows 7/8.1/10) and Microsoft Office suites.
• Support authorized applications such as Cisco Jabber and other desktop tools.
• Maintain printers, perform preventive maintenance and remedial repairs on hardware.
• Use diagnostic tools to resolve network connectivity and hardware/software faults.
• Collaborate with vendors to resolve complex AV issues.
• Communicate status and resolution updates to users and management.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• 2‑3 years of hands‑on desktop support experience.
• Strong analytical and problem‑solving abilities with a focus on meeting SLA targets.
• Excellent communication and customer‑service skills.

Required skills

• Windows 7‑10, Windows XP, macOS.
• Microsoft Active Directory, Group Policy Objects (GPO).
• Microsoft Office 2010/365, Cisco Jabber.
• PC hardware installation, printer configuration and troubleshooting.
• Enterprise anti‑virus solutions and help‑desk ticketing systems.
• Mobile device management for iOS and Android, enterprise encryption tools.
• CompTIA A+ and MCP certifications.