Desktop Support Engineer – IT Support Center

About the role

The Desktop Support Engineer provides first‑ and second‑level assistance for hardware, software and application issues across Windows and Mac environments. Working both locally and remotely, the engineer resolves tickets, documents solutions and ensures consistent service across all IT support shifts.

Key responsibilities

• Provide first/second level contact and problem resolution for end‑users.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Office 365 and Cisco Jabber.
• Support basic Mac OS users and manage printers, computer hardware and peripheral devices.
• Perform preventative maintenance and remedial repairs on desktops, laptops and printers.
• Use diagnostic tools to troubleshoot network connectivity and workstation issues.
• Maintain accurate ticket updates and communicate status to customers and managers.
• Collaborate with vendors to resolve complex AV problems when needed.

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 multi‑tasking abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergencies.

Required skills

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