Desktop Support Engineer (Help Desk)

About the role

The Desktop Support Engineer provides advanced first‑line technical assistance to end users, handling hardware, software, and network issues across the organization. You will work independently to diagnose, resolve, and document incidents while ensuring service level agreements are met.

Key responsibilities

• Deliver Level 1 technical support for desktops, laptops, operating systems, and business applications.
• Troubleshoot and resolve incidents and service requests, maintaining full ticket ownership from start to closure.
• Escalate complex problems to Level 2 teams with comprehensive documentation.
• Perform account administration tasks such as password resets, access management, and user provisioning.
• Monitor service desk queues, prioritize work based on impact, and participate in major incident calls.
• Create and maintain knowledge‑base articles, SOPs, and troubleshooting documentation.
• Mentor junior service‑desk staff and identify opportunities for automation and process improvement.
• Ensure compliance with ITIL processes for Incident, Request, Problem, and Change Management.

Required profile

• Diploma or degree in Computer Science, IT, Electronics, or a related field.
• 3–6 years of experience in technical support, NOC, or service‑desk environments.
• ITIL Foundations certification (preferred) and optional CCNA, Microsoft or CompTIA certifications.

Required skills

• Strong knowledge of Windows operating systems and desktop troubleshooting.
• Experience with Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Understanding of Active Directory, Group Policies, and user account management.
• Fundamentals of networking: DNS, DHCP, VPN, TCP/IP, and Wi‑Fi troubleshooting.
• Familiarity with endpoint management and remote support tools.
• Proficiency with ITSM platforms (e.g., ServiceNow) and ITIL process adherence.