Deskside Support Engineer

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Job Purpose / Summary

Deskside Support Engineer

Key Responsibilities

End-User Support

• Perform first-level Operating System and Hardware troubleshooting for Windows desktops and laptops.
• Handle software break-fix support for standard and specialized business applications.
• Install, uninstall, or reconfigure supported software as required to resolve incidents.
• Build or rebuild workstation images and reinstall software as part of system recovery.
• Provide remote and telephone support to end-users as necessary.
• Deliver VIP / Executive support with priority handling and timely resolution.
  

System Administration & Maintenance

• Ensure Windows patch management, antivirus, and encryption compliance.
• Perform desktop/laptop patch updates using automated tools or manual methods when required.
• Maintain and manage supported EUC software for smooth service delivery.
• Support in application installations, configurations, and troubleshooting by coordinating with central/local application teams.
• Handle mobile and iOS device configuration for email and security settings.
• Manage printer configurations, user access to MPS/MFD devices, and coordinate with third-party vendors for any device issues (VC/Printers/Scanners).
  

Coordination & Incident Management

• Log, track, and resolve incidents/service requests within defined SLAs.
• Escalate issues to relevant resolver groups when remote resolution is not feasible.
• Provide Hands & Feet support for coordination with infrastructure teams (SSO & NSD).
• Coordinate with OEMs for hardware repair or replacement.
• Ensure end-to-end incident closure and user communication.
• Capture user feedback (CSAT) for resolved tickets.
  

Operational Support

• Participate in desktop/laptop/printer refresh activities as part of BAU operations, following directions from the Kyndryl SPOC.
• Support office relocations, new rollouts, and hardware deployments.
• Assist during month-end activities (last 3 days of the month and first day of the next month) with extended support hours.
• Maintain system security and data confidentiality in line with company and client policies.
• Support ongoing system updates, patching, and antivirus updates to maintain compliance and security.
  

Key Skills & Competencies

• Strong knowledge of Windows OS troubleshooting, software installation, and configuration.
• Hands-on experience with EUC tools, Active Directory, and remote desktop tools.
• Experience in patch management, AV updates, and encryption tools.
• Knowledge of mobile device configuration (Android/iOS).
• Familiarity with VC systems, printers, and scanners.
• Excellent communication, coordination, and customer service skills.
• Ability to handle high-priority VIP users and work under tight timelines.
  

Behavioral Competencies

• Strong ownership and accountability.
• Customer-focused and proactive attitude.
• Excellent problem-solving and analytical skills.
• Team player with good collaboration and coordination abilities.
• Adherence to confidentiality and compliance standards.
  

Education & Experience

• Bachelor’s degree / Diploma in Computer Science, IT, or a related field.
• 3–6 years of experience in Deskside or IT Support.
• Industry certifications like MCSA / MCITP / ITIL / CompTIA A+ / N+ preferred.