IT Support Engineer - Desktop

As a Desktop Support Engineer, you play a crucial role in ensuring the seamless operation of technical systems by providing expert-level support to customers and internal teams. You contribute to product and service improvements through deep technical expertise, effective troubleshooting, and cross-functional collaboration. - 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. - 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. - 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. - 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. - 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. - 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. Adhere to security best practices and data protection regulations. Follow protocols when handling sensitive customer or organizational data. **Required Qualifications:** - Educational Background: Bachelors degree in Computer Science, Information Technology, or a related discipline. - Experience: Experience in Computer Science, IT support, or a related field preferred. - Practical exposure to troubleshooting and technical systems is highly beneficial. **Required Personal Traits:** - Passion for helping others and solving technical problems. - Strong communication skills, especially simplifying complex technical concepts. - Customer-centric mindset and collaborative attitude. **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),