Desktop Support Engineer

Job Summary 

We are looking for a skilled and customer-focused Desktop Support Engineer with 2+ years of experience to provide technical support for end users, desktops, laptops, applications, peripherals, and IT infrastructure. The candidate will troubleshoot hardware and software issues, manage user accounts, maintain IT assets, and ensure timely resolution of incidents and service requests. 

Key Responsibilities 

1. Desktop & End-User Support 

• Provide Level 1/Level 2 technical support for desktop, laptop, application, and connectivity issues. 
  

• Troubleshoot Windows operating system, software, hardware, printer, scanner, and peripheral-related problems. 
  

• Install, configure, and maintain desktops, laptops, monitors, printers, and other IT peripherals. 
  

• Perform Windows installation, configuration, upgrades, patching, and troubleshooting. 
  

• Troubleshoot LAN, Wi-Fi, VPN, DNS, IP configuration, and other basic connectivity issues. 
  

2. Microsoft 365 & User Administration 

• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications. 
  

• Troubleshoot Outlook configuration, mailbox, synchronization, and authentication issues. 
  

• Create, modify, and disable Active Directory user accounts based on approved requests. 
  

• Assist with password resets, account lockouts, group membership, and access-related issues. 
  

3. IT Asset & Endpoint Management 

• Maintain accurate records of IT hardware, software, and user assets. 
  

• Install and troubleshoot endpoint security and management agents. 
  

• Assist with endpoint patching, software deployment, and compliance activities. 
  

• Coordinate hardware repairs, replacements, warranty claims, and vendor support. 
  

• Ensure IT assets are properly assigned, tracked, and maintained. 
  

4. Troubleshooting & Incident Management 

• Log, update, and resolve incidents and service requests through the IT helpdesk/ticketing system. 
  

• Prioritize incidents based on business impact and urgency. 
  

• Escalate complex issues to infrastructure, network, security, or application teams. 
  

• Document troubleshooting steps and resolutions accurately. 
  

• Identify recurring issues and recommend preventive solutions. 
  

5. IT Security 

• Follow organizational IT security policies and procedures. 
  

• Assist with endpoint security, antivirus/EDR, DLP, and security agent troubleshooting. 
  

• Support security patching and vulnerability remediation activities. 
  

• Ensure systems comply with organizational security standards. 
  

• Identify and report suspicious activities, phishing attempts, and potential security incidents. 
  

• Assist users with VPN, remote access, shared folders, printers, and network resources. 
  

• Support meeting room systems, video conferencing, and Teams-related hardware. 
  

• Assist infrastructure teams with basic troubleshooting of servers, network devices, and IT services. 
  

• Provide remote and onsite support as required. 
  

• Support IT activities during system upgrades, migrations, and infrastructure projects.