Desktop Support Engineer

Key Responsibilities:

• Provide expert L1 and L2 desktop support, addressing and resolving user incidents and service requests efficiently.

• Single-handedly maintain site IT operations, leveraging remote support as required, to ensure minimal disruption.

• Perform assembling, installation, configuration, maintenance, and troubleshooting of desktops, laptops, LAN, and printers.

• Manage Active Directory console operations, including resetting passwords, and unlocking accounts.

• Execute installation of various Operating Systems (primarily Windows 11) and other essential software.

• Configure and install network printers, ensuring seamless connectivity and functionality.

• Ensure all reported faults are progressed and cleared within agreed Service Level Agreements (SLAs), escalating to internal and external teams as appropriate.

• Take full ownership of user incidents/requests, proactively following up on their status and communicating progress to users in a timely and professional manner.

• Manage escalations effectively, adhering to Standard Operating Procedures (SOPs).

• Perform thorough impact analysis on all incidents and service requests reported into the Service Desk, assigning correct priorities.

• Identify and escalate recurring issues or potential service risks to service management teams for proactive resolution.

• Perform installation, maintenance, and troubleshooting of Windows 11 operating systems.

• Utilize ServiceNow (or similar ITSM tool) for ticket management, tracking, and reporting.

• Perform troubleshooting on assigned tickets and resolve problems within defined SLAs.

• Manage IT asset lifecycle, including allocating/deallocating assets, recording asset information, updating trackers and tools, maintaining gate pass trackers, and serving as a store in-charge for IT equipment.

• N+ knowledge required. IP addressing, DNS, DHCP, LAN/WAN setup, and basic troubleshooting. • Ready to work 24/7 shift