Technical Service Desk Engineer

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Job Purpose / Summary

Technical Service Desk Engineer

Key Responsibilities

Incident Management & Remote Support

• Provide remote assistance to end-users via phone or remote access tools to resolve OS and application-related issues.
• Handle software break-fix support for standard and specialized business applications.
• Perform installation, uninstallation, and configuration of supported software as required.
• Manage incident and service request (SR) coordination and closure within defined SLAs.
• Provide VIP / Executive user support, ensuring prioritized and timely resolution.
• Maintain user satisfaction by collecting CSAT feedback for all attempted and resolved tickets.
  

System & Software Maintenance

• Perform desktop/laptop patch updates using available tools or manually where required.
• Manage Windows patching, antivirus, and encryption updates.
• Support installation and maintenance of layered software (e.g., MS Office, business applications).
• Maintain and update systems to ensure compliance and optimal performance.
• Coordinate and log OEM calls for hardware-related incidents, ensuring timely resolution.
  

Peripheral & Environment Support

• Configure and support printers, providing users access to MPS or MFD devices for uninterrupted operations.
• Provide technical coordination for office movements, system rollouts, or setup changes.
• Assist in environment refresh activities and collaborate with infrastructure teams when required.
• Provide extended hour support during month-end (last 3 days of the month and first day of the following month).
  

Compliance & Confidentiality

• Adhere to all security and confidentiality policies, ensuring protection of client and organizational data.
• Follow defined escalation and reporting protocols for incident handling.
• Maintain proper documentation for support activities and incident resolutions.
  

Key Skills & Competencies

• Strong knowledge of Windows Operating Systems (Windows 10/11).
• Hands-on experience in remote desktop tools and ticketing systems (e.g., ServiceNow, Remedy).
• Familiarity with software installation, patching, antivirus, and encryption tools.
• Basic knowledge of network troubleshooting and printer configuration.
• Excellent communication and customer service skills.
• Ability to handle VIP users with professionalism and urgency.
• Strong analytical, coordination, and multitasking abilities.
  

Behavioral Competencies

• Customer-focused and proactive approach.
• Strong ownership and accountability.
• Excellent problem-solving and interpersonal skills.
• Ability to work under pressure and in rotational shifts if required.
• Commitment to confidentiality and compliance.
  

Education & Experience

• Bachelor’s degree / Diploma in Computer Science, IT, or related field.
• 2–5 years of experience in a Technical Service Desk or IT Support role.
• Certifications like MCSA / ITIL Foundation / CompTIA A+ / N+ preferred.