Desktop Support Engineer

Role Overview:

Desktop Support Engineer

Qualifications:

• Educational Background:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline is required.

• Experience:

• Experience in Computer Science, IT support, or a related field is preferred but not mandatory.
• Practical exposure to troubleshooting and technical systems is highly beneficial.

• Personal Traits:

• Passion for helping others and solving technical problems.
• Strong communication skills, especially the ability to simplify and explain complex technical concepts to both technical and non-technical audiences.
• A customer-centric mindset and collaborative attitude.

Key Responsibilities:

1. Technical Expertise:

• Provide advanced technical support to customers and internal teams.
• Troubleshoot complex technical issues related to software, hardware, and network systems.
• Perform root cause analysis for recurring incidents and implement permanent resolutions.
• Collaborate with development teams for issue escalation and resolution.
• Stay current with new technologies and industry best practices.

2. Customer Support:

• Act as an escalation point for critical or unresolved customer issues.
• Communicate effectively with customers to understand and address technical concerns.
• Manage, track, and prioritize support tickets and customer inquiries.
• Ensure resolution of issues within defined SLAs.
• Mentor and guide junior support engineers as needed.

3. Documentation & Reporting:

• Document troubleshooting processes and solutions in the knowledge base.
• Create and maintain user guides, FAQs, and other technical documentation.
• Generate regular reports on support performance, issue trends, and resolution statistics.

4. Quality Assurance:

• Conduct QA testing for software patches, updates, and new releases.
• Validate bug fixes against customer requirements.
• Perform regression testing to prevent reoccurrence of known issues.

5. Communication Skills:

• Clearly and effectively communicate technical information to diverse audiences.
• Provide status updates and resolution timelines to customers and stakeholders.
• Participate in customer meetings and technical calls as a subject matter expert.

6. Troubleshooting & Problem-Solving:

• Utilize diagnostic tools and system logs to investigate issues.
• Develop creative and effective solutions for technical challenges.
• Apply temporary workarounds and implement long-term fixes as appropriate.

7. Compliance & Security:

• Adhere to security best practices and data protection regulations.
• Follow protocols when handling sensitive customer or organizational data.

Required Technical Skills:

• Operating Systems & Tools:

• MS Office, Windows Troubleshooting

• Infrastructure & Systems:

• Active Directory, Basic Networking, VMware, Citrix Workspace client setup troubleshooting

• Security & Compliance:

• Understanding of EDR, DLP Tools, Firewalls, Proxy Concepts

• Cloud & Device Management:

• Microsoft MDM & Intune, Basic Concepts of O365 Exchange Admin

• Frameworks & Processes:

• ITSM, ITIL, or CMDB (Fundamental understanding)