We are actively seeking a detail-oriented DesktopEngineer to join our dynamic IT team. As a Desktop Engineer, you will play a pivotal role in ensuring the smooth operation of our desktop infrastructure. Collaborating with various teams, you'll deliver top-notch technical support and maintain an efficient desktop environment. This on-site role requires coverage five days a week, with occasional flexibility for planned support outside regular hours.
Our team is known for its customer-centric approach, strong technical expertise, and exceptional problem-solving skills.
Customer Service
• Provide exceptional customer service by ensuring a positive experience for end users
• Communicate effectively, empathetically, and professionally in resolving incidents and requests
Desktop Support
• Provide customer focused support for desktop-related issues, both on-site and remote.
• Respond promptly to customer inquiries, troubleshoot technical problems, and minimize downtime.
Desktop Infrastructure Management
• Install, configure, and maintain desktop operating systems and applications.
• Collaborate with the IT team for standardized deployments and security measures.
Hardware and Peripheral Management
• Manage desktop hardware inventory, installations, upgrades, and repairs.
• Coordinate with vendors for hardware-related issues and warranty matters.
User Training and Documentation
• Develop training materials and conduct sessions to enhance end-users' technical skills.
• Create and maintain documentation for self-service and issue resolution.
Incident, Service Request, and Problem Management
• Record and track incidents and service requests, ensuring timely resolution and adherence to SLAs.
• Conduct root cause analysis and implement preventive measures for recurring issues.
Office Ownership
• Perform regular checks for office hardware usability, stability, and uniformity.
• Manage server rooms, respond to alerts, and assist with server commissioning and decommissioning.
Collaboration and Communication
• Work closely with cross-functional teams to resolve complex technical issues.
• Provide clear and concise communication to end-users on ongoing support activities.
• 2 – 3 years of proven experience as a Desktop Engineer or in a similar technical support role.
• Proven experience in supporting Windows, macOS, and Linux operating systems.
• Strong knowledge of desktop hardware, software applications, and peripherals.
• Familiarity with desktop management tools, e.g., SCCM/MDT and MDM (Airwatch, Intune, Jamf).
• Knowledge of scripting languages (PowerShell, Bash) for automation.
• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.
• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.
• Solid understanding of ITIL principles and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• A strong sense of responsibility and initiative and an ability to complete tasks accurately.
• Ability to work in a team environment and independently.
• Capacity to work in a fast-paced environment.
• Excellent verbal and written communication skills with high interpersonal skills and customer orientation.
• IT certifications, such as CompTIA A+, MCDST, or similar, are desirable.
• Some physical lifting is required.
