Job Description
Experience Required: 36+ months
Language Requirement: French (for Belgium-based roles)
Role Overview
The Desktop Support Engineer will act as a primary point of contact for end users seeking technical support within the organisation’s end-user computing environment. The role focuses on delivering high-quality support to ensure optimal use of business systems, maximising value from IT investments. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software, as well as providing timely troubleshooting and user assistance via in-person support, phone, or remote tools.
On-the-job training will be provided, with opportunities to develop strong IT competencies in a corporate setting.
The role operates under the supervision of the Field Services Manager.
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Key Responsibilities
Technical Support & Maintenance
* Install, upgrade, support, and troubleshoot Windows 10/11, macOS, Microsoft Office, and other approved applications.
* Install, upgrade, support, and troubleshoot PCs, laptops, printers, and authorised peripheral devices.
* Install, support, and troubleshoot Windows- and macOS-based devices.
* Install, support, and troubleshoot self-service ticketing machines, payment devices (Chip & Pin), scanners, and other equipment.
* Troubleshoot and support mobile devices (iOS, Android) and Windows-based tablets.
* Customise desktop hardware to meet user and site requirements.
* Perform routine preventive maintenance on computers, laptops, printers, and authorised peripherals.
* Conduct remedial repairs and return defective parts to inventory as required.
* Maintain appropriate levels of spare parts and inventory.
Operational & Support Activities
* Log, analyse, and track incidents to identify trends and recurring issues.
* Coordinate and manage escalations to internal or external third-line support teams until resolution.
* Maintain and update hardware and software asset inventories.
* Build strong working relationships with IT teams and business stakeholders.
* Act as a liaison between business units and IT to ensure timely response to issues and requests.
* Adhere to Health & Safety requirements and cooperate with facilities teams when needed.
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Workload Breakdown
* 70% – Provide 2nd line technical support in response to business requests.
* 10% – Ensure system availability for users through proactive support and issue escalation.
* 20% – Perform additional duties as required.
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Technical Skills & Competencies
* Familiarity with Intel-based computer hardware.
* Hands-on experience with Windows and macOS environments.
* Experience with iOS, Android, and MDM platforms such as Intune and Knox.
* Understanding of networking components across Layers 1, 2, and 3.
* Good working knowledge of Microsoft Office applications.
* Experience managing Active Directory users, groups, and policies.
* Hands-on experience with software deployment tools (e.g., SCCM, Altiris).
* Strong customer-service orientation with the ability to interact professionally at all levels.
* Analytical, inquisitive, and service-driven mindset.
* Ability to manage incident lifecycles methodically and accurately.
* Strong written and verbal communication skills with attention to detail.
* Ability to work under pressure and use initiative to resolve issues independently.
* Experience supporting multi-site environments.
* Flexibility to support operations under SLA constraints.
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Role-Specific Knowledge & Expertise (Essential)
* PC build, configuration, and repair.
* Patch management for servers and workstations.
* On-site analysis, diagnosis, and resolution of desktop issues.
* Collaboration with 3rd-level support teams to minimise downtime.
* Network changes, management, and documentation.
* Troubleshooting hardware, software, and network issues.
* Support for infrastructure security through patching and maintenance.
* Monitoring team performance against SLAs.
* Effective escalation of technical issues.
* Ability to anticipate risks and identify improvement opportunities.
* Support of field services operations; experience across multiple sites.
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Experience & Qualification Requirements
Essential
* Basic secondary education qualifications (GCSEs / A Levels or local equivalent).
* Studies in a computer-related field preferred.
* Knowledge of Microsoft products and operating systems.
* Flexibility to travel to different sites when required.
* Understanding of field services environments.