We are seeking a proactive and customer-focused Desktop Support Engineer to provide technical assistance and ensure smooth IT operations across our organization. The ideal candidate will have a strong background in VIP support, hardware, software, and networking support, with a passion for troubleshooting and delivering exceptional end-user experiences.

Responsibilities:

• Respond to and resolve user tickets related to hardware, software, and networking issues.
• Walk customers through installation and configuration of applications and peripherals (printers, scanners, etc.).
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Guide users through step-by-step solutions in a clear, customer-friendly manner.
• Test and validate alternative solutions to identify and resolve root causes.
• Customize desktop applications and settings to meet user or departmental needs.
• Record, track, and document technical issues, actions, and resolutions in service logs.
• Escalate unresolved incidents to higher-level support teams when necessary.
• Conduct follow-up with users to confirm issue resolution and system functionality.
• Gather and report user feedback and potential feature requests to improve IT services.
• Create and maintain user manuals, FAQs, and other technical documentation.
• Provide on-site and remote support for VIP users, ensuring high service quality and discretion.
• Support device imaging, deployment, and configuration through the network.
• Maintain and update inventory records for IT equipment and peripherals.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience.
• Experience: Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Strong hands-on experience supporting Windows 10 & 11, Office 365, OneDrive, Intune, and ServiceNow.
• Experience working with Walk-in IT Service Centers and providing VIP Support.
• Proficiency with Windows/Linux/MacOS environments.
• Familiarity with network security practices, antivirus programs, and office automation products.
• Ability to perform remote troubleshooting and deliver clear, concise technical instructions.
• Excellent problem-solving, communication, and multitasking skills.
• Strong customer service orientation and ability to work effectively under pressure.
• Experience analyzing business requirements and translating them into practical technical solutions.
• Experience working within Agile environments and ITIL-based service frameworks.

Preferred Skills:

• Knowledge of Active Directory, Group Policy, and basic networking (DNS, DHCP, VPN).
• Familiarity with MDM tools and asset management systems.
• Understanding of endpoint security and data protection practices.
• Certification(s) such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus.