Desktop Support Engineer

About the role

The Desktop Support Engineer provides first‑ and second‑level technical assistance to end‑users, handling both local and remote requests. The role involves troubleshooting hardware, software and application issues, documenting resolutions, and ensuring consistent service across all shifts of the IT Support Centre.

Key responsibilities

• Receive inbound calls and tickets, diagnose and resolve desktop‑related problems.
• Install, upgrade, and support Windows (XP, 7, 8.1, 10) and Microsoft Office 2010 environments.
• Provide basic support for macOS users and authorized desktop applications such as Cisco Jabber.
• Maintain and repair printers, laptops, desktops and other peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Collaborate with vendors for complex AV issues and keep ticketing system updated.
• Participate in project‑based work, offering flexibility and teamwork.

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 Windows desktop support experience.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for emergencies or projects.

Required skills

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010, Microsoft Office 365
• Cisco Jabber
• macOS (basic support)
• Printer and computer hardware installation and repair
• Diagnostic tools for network and hardware issues
• Microsoft Active Directory, Group Policy Objects (GPO)
• Enterprise anti‑virus solutions
• Helpdesk ticketing systems
• Mobile device management (iOS, Android)
• Enterprise encryption solutions
• CompTIA A+ certification
• Microsoft Certified Professional (MCP)