Desktop Support Engineer

About the role

The Desktop Support Engineer provides first‑line technical assistance to end users, ensuring continuous operation of desktops, laptops, mobile devices and related services. The role combines remote troubleshooting, on‑site support and collaboration with central IT teams to resolve incidents and improve service quality.

Key responsibilities

• Answer incoming calls and emails, diagnose and resolve Windows, Outlook, Teams, Citrix, VDI, VPN and security‑app issues.
• Provide break/fix support for end‑user computing devices, including desktops, laptops, printers and Android mobile devices.
• Escalate complex incidents to supervisors or central IT help desk following ITIL processes.
• Document call details, create SOPs for new issues, and generate regular reports.
• Support servers, routers and switches at a basic networking level and assist remote network teams.
• Mentor junior team members and coordinate with offshore engineering teams.
• Maintain security of network information and ensure compliance with corporate IT standards.

Required profile

• 3‑5 years of experience in end‑user support for environments with multiple physical and virtual Windows servers.
• Strong communication skills with the ability to handle irate customers professionally.
• Proactive attitude, ability to work independently and as part of a distributed team.
• Familiarity with ITIL incident management processes.

Required skills

• Windows operating system troubleshooting
• Microsoft Outlook and Teams
• Citrix and VDI environments
• VPN and security applications
• Basic networking (routers, switches)
• Android mobile device support
• Windows Server administration
• Remote support tools and ticketing systems
• ITIL process knowledge