It Support Engineer

Role & responsibilities

JD For Desktop Support Engineer

Role Overview

The Desktop Engineer is a critical member of the IT Operations team, responsible for providing high-quality, professional, and process-driven technical support to all end-users. This role focuses on maintaining the health, security, and efficiency of the corporate desktop and collaboration environment. The ideal candidate is a seasoned troubleshooter who strictly adheres to IT policies and possesses exceptional communication skills.

Key Responsibilities

Technical Support & Troubleshooting

• Provide L2 and L3 level Desktop Support for complex and escalated incidents related to hardware (laptops, desktops, peripherals), operating systems (Windows, macOS), and core business applications.

• Perform Remote Troubleshooting with proficiency, leveraging remote tools to diagnose and resolve issues for users across all locations, ensuring a positive remote support experience.

• Manage, troubleshoot, and provide seamless support for Video Conferencing (VC) devices, demonstrating strong working knowledge of Cisco and Poly systems and related meeting room technology.

• Manage user accounts, security groups, and access permissions using Active Directory and modern identity management tools.

• Support mobile devices (iOS/Android) and related MDM solutions.

IT Service Management & Compliance

• Strictly adhere to IT Process and Policies for Incident, Problem, Change, and Asset Management.

• Ensure IT Compliance by applying security patches, managing antivirus software, and configuring systems in line with established corporate security standards and audit requirements.

• Utilize IT Service Management (Ticketing Tools) proficiently for logging, tracking, prioritizing, and resolving incidents and service requests. Experience with platforms such as Manage Engine Service Desk+, BMC, ServiceNow, and/or Zendesk is highly valued.

• Actively contribute to process improvement and maintain an up-to-date Technical Documentation library, including knowledge base articles (KBA), Standard Operating Procedures (SOPs), and system configuration guides.

Stakeholder Management & Professionalism

• Demonstrate exceptional Stakeholder Management skills, acting as a trusted technical advisor and single point of contact for complex or recurring issues.

• Maintain a pleasant and professional personality at all times, ensuring a high level of customer satisfaction through clear, calm, and empathetic communication.

• Communicate technical issues and resolution steps clearly to non-technical staff and provide relevant training or guidance as needed.

Mandatory Skills & Qualifications

• Mandatory ITIL Foundation Certification (ITIL 4 preferred).

• Minimum of 3-5 years of professional experience in an L2/L3 Desktop Support or Desktop Engineering role.

• Proven ability to diagnose and resolve complex hardware, software, and networking issues.

• Demonstrable expertise in operating and troubleshooting Cisco and Poly VC endpoints and integrated meeting room solutions.

• Extensive hands-on experience with enterprise Ticketing Tools (e.g., ServiceNow, Zendesk, BMC, ManageEngine).

• Strong working knowledge of IT security principles, regulatory compliance, and best practices.

Desired Qualifications

• Experience in an environment that heavily leverages cloud services (e.g., Azure AD, Microsoft 365/Google Workspace administration).

• Bachelor's degree in Information Technology, Computer Science, or a related field.