Job Summary
The Desktop Support Engineer will act as the primary point of contact for end users, providing technical support and maintenance across the organization’s end-user computing environment. The role involves ensuring optimal performance of IT systems, delivering high-quality service, and maximizing the organization’s return on IT investments.
This position includes responsibilities for the installation, diagnosis, repair, maintenance, and upgrade of hardware and software systems—including PCs, laptops, printers, scanners, payment devices, and mobile endpoints. The engineer will provide both in-person and remote troubleshooting and end-user assistance as required.
Comprehensive on-the-job training will be provided, offering opportunities to develop professional IT support and infrastructure management skills within a corporate environment.
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Key Responsibilities
* Install, configure, upgrade, and support Windows 10/11, macOS, and other authorized desktop applications and operating systems.
* Provide maintenance and troubleshooting support for desktops, laptops, printers, peripherals, and networking hardware.
* Support and troubleshoot mobile devices (iOS and Android) and Windows-based tablets.
* Install, upgrade, and maintain self-service ticketing systems and chip-and-pin payment devices.
* Customize hardware and configurations to meet user and site-specific requirements.
* Perform preventive maintenance and remedial repairs on computing equipment and peripherals.
* Manage inventory of spare parts and ensure proper documentation of equipment repairs and replacements.
* Track and analyze incident trends to identify recurring issues and recommend solutions.
* Coordinate with internal and external support teams to resolve escalated technical incidents.
* Maintain and update the hardware and software asset register, ensuring accurate records of deployed equipment.
* Collaborate effectively with IT departments and business stakeholders to ensure timely response and resolution of technical issues.
* Adhere to Health and Safety guidelines, ensuring safe operation of all IT equipment and environments.
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Skills & Experience Required
* Proven experience in desktop and end-user support roles within a corporate or enterprise environment.
* Strong technical proficiency in Windows 10/11, macOS, Microsoft Office, and common business applications.
* Practical knowledge of hardware diagnostics, imaging tools, and device management systems.
* Experience supporting printers, scanners, mobile devices, and payment or ticketing systems is advantageous.
* Excellent troubleshooting and problem-solving abilities.
* Strong communication and customer service skills, with a focus on providing user-friendly support.
* Ability to work independently or as part of a team under the guidance of the Field Services Manager.
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Education & Certifications (Preferred)
* Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline.
* Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are advantageous.