Desktop Support Executive

Job Overview
The Desktop Support Specialist will be responsible for the effective and efficient management of end-user devices within the organization. This role involves addressing hardware, software, and network issues to ensure smooth operations. The ideal candidate will have a strong background in Windows, Linux, and MAC OS environments and will work closely with remote teams to support network and security devices. This position requires excellent troubleshooting skills, strong organizational abilities, and a commitment to maintaining high service levels.Key ResponsibilitiesEnd User Device Management:Hardware & Software Troubleshooting: Address and resolve hardware, operating system, and software issues on computer systems, ensuring minimal disruption to end users.Office Applications Support: Provide support for office applications and basic business tools, including authentication via Active Directory.Network Configuration Management: Manage and troubleshoot LAN, Internet, VPN, IP/Soft Phones, ensuring reliable connectivity and access for end users.Client-Side Security Configurations: Configure and support security tools such as firewalls, antivirus, Data Loss Prevention (DLP), and VPNs on client devices.Peripheral Device Support: Configure and troubleshoot peripherals like printers and scanners.Proactive Maintenance: Conduct scheduled proactive activities, including patching and updates to ensure systems are secure and up-to-date.Backup Configuration Support: Assist in the configuration and management of client-side backup solutions.Operating System Support:Windows Support: Provide comprehensive support for Windows 10 and 11, including installation, configuration, and troubleshooting.Linux & MAC OS Support: Offer support for Linux and MAC OS environments, ensuring all operating systems are optimized for end-user performance.Vendor Coordination:Coordinate with various OEMs and vendors for the configuration, management, and maintenance of hardware and software solutions.Application Infrastructure Support:Provide client-side support for application infrastructure, including email and office applications. Experience with O365 is an added advantage.Documentation & Asset Management:Definitive Library Maintenance: Maintain a definitive library for operating systems, applications, product guides, and device firmware.Configuration Documentation: Update and manage configuration documents regularly.Asset Inventory Management: Maintain an accurate inventory of assets using the IT Asset Inventory Management tool.Service Level Agreement (SLA) Management:SLA Adherence: Ensure all SLAs are met and escalate issues timely when necessary.Helpdesk Management: Report and manage all incident, service, and change requests using the helpdesk tool.After-Hours Support: Provide after-hours support in emergencies and participate in occasional weekend maintenance activities.Remote Team Coordination:Work in coordination with remote teams to provide onsite support for:Network and security devices.Firewall, IPsec & SSL VPN management.Switching and wireless infrastructure.

Required Skills and Qualifications
Troubleshooting: Excellent troubleshooting skills with a proven track record in resolving technical issues efficiently.Technical Experience: Proven experience as a computer technician or in a similar IT support role.Time Management: Exceptional organizing and time-management skills to handle multiple tasks simultaneously.Communication: Strong communication abilities, both written and verbal, to interact effectively with end-users and team members.Operating Systems:Proficiency in Windows 10 & 11 operating systems.Experience with Linux OS management.Familiarity with MAC OS management.Network Management:Skilled in managing LAN (Wired & Wireless) networks.Reporting: Ability to generate and maintain detailed reports