Desktop IT Support Engineer

About the role

The Desktop IT Support Engineer will be the first point of contact for both local and remote users, handling calls, emails and tickets. The role ensures timely resolution of incidents, supports onboarding/offboarding, and contributes to the overall stability of the IT environment.

Key responsibilities

• Receive and log user requests via phone, email and service‑desk tool, adhering to SLA targets.
• Diagnose, resolve or appropriately escalate desktop, laptop and peripheral incidents.
• Perform onboarding and off‑boarding tasks for all company users, including device provisioning and de‑provisioning.
• Provide after‑hours standby support and VIP assistance as required.
• Support printing services, VOIP infrastructure and video‑conferencing equipment.
• Install, configure and maintain end‑user applications, operating systems and security software.
• Maintain up‑to‑date knowledge base articles and support documentation.
• Assist with licensing compliance, asset tracking and special IT projects.
• Travel to remote sites to deliver on‑site support when needed.

Required profile

• Strong verbal and written communication skills.
• Excellent problem‑solving ability and attention to detail.
• Ability to identify trends and underlying issues in incident data.
• Customer‑focused attitude with a proactive approach to support.

Required skills

• PC desktop and laptop hardware knowledge.
• Microsoft Windows 10 and 11 operating systems.
• Microsoft Office productivity suites.
• PC systems imaging and cloning technologies.
• Hands‑on experience with BIOS, firmware and software updates.
• Knowledge of anti‑virus solutions.
• Familiarity with office automation products and peripherals such as printers and scanners.
• Understanding of VOIP infrastructure and printing services.
• Experience with video‑conferencing equipment support.
• Cell‑phone support and mobile device management.
• Licensing management and compliance.
• Asset management processes.