Desktop Support Technician

We are looking for a customer-focused and technically proficient Desktop Support Technician to provide onsite second-line support for end-user environments and infrastructure services. The successful candidate will serve as the primary onsite IT representative, delivering hands-on assistance for desktops, laptops, mobile devices, printers, video conferencing systems, and related technologies. This role also involves supporting Network and Compute infrastructure teams by assisting remote Subject Matter Experts (SMEs) with troubleshooting, installations, upgrades, and maintenance tasks. This position suits an IT professional who enjoys direct user interaction, problem-solving, and delivering excellent customer service within enterprise settings.

Key Responsibilities

End User Support:
- Install, configure, upgrade, and troubleshoot Windows and macOS operating systems.
- Support desktops, laptops, printers, mobile devices, video conferencing systems, and other peripherals.
- Respond to and resolve user incidents and service requests within agreed service levels.
- Perform hardware diagnostics, repairs, replacements, and preventive maintenance.
- Troubleshoot application, hardware, operating system, and connectivity issues.
- Own incidents through to resolution, escalating when necessary.
- Provide support for software installations, updates, and configurations.

Hands & Eyes Support:
- Provide onsite assistance for Network and Compute infrastructure activities.
- Support remote SMEs and OEM engineers with network device troubleshooting, server and compute hardware support, rack and stack activities, equipment installations and upgrades, cable management, and connectivity checks.
- Follow documented procedures and SME instructions to ensure task completion.

Service Desk & Documentation:
- Log, update, and maintain incident and service request records in the IT Service Management system.
- Ensure accurate and professional documentation of all support activities.
- Create and update user guides, knowledge base articles, and technical documentation.
- Contribute to service reporting and operational metrics.
- Support continuous service improvement initiatives.

Customer Service & Communication:
- Deliver exceptional customer service and maintain a professional presence.
- Communicate effectively with both technical and non-technical users.
- Build positive relationships with stakeholders and end users.
- Manage multiple priorities while maintaining high-quality service delivery.

Professional Development:
- Participate in technical training and certification programs.
- Stay current with emerging technologies and support processes.
- Adhere to customer operating procedures, security policies, and compliance requirements.
- Perform additional support activities aligned with skills and experience.

Required Qualifications

Technical Skills:
- Proficient in Windows 10/11 and macOS administration and support.
- Experience supporting desktops, laptops, printers, mobile devices (iPhone, Android), and video conferencing technologies.
- Familiarity with Microsoft Office Suite, Outlook, and Microsoft 365 applications.
- Basic networking knowledge including TCP/IP, DNS, DHCP, and VPN.
- Understanding of Active Directory, domain environments, virtual desktop infrastructure, mobile device management platforms, and data backup/recovery principles.
- Experience with IT Service Management tools such as ServiceNow or equivalent, including incident, request, and change management processes aligned with ITIL.

Soft Skills:
- Excellent customer service and user engagement abilities.
- Strong verbal and written communication skills.
- Analytical and problem-solving mindset.
- Ability to work independently with minimal supervision.
- Strong organizational and time-management skills.
- Attention to detail and accurate documentation practices.
- Ability to perform effectively under pressure.
- Professional appearance and conduct in customer-facing environments.
- Flexibility and adaptability to changing priorities.

Experience:
- 2-4 years in Desktop Support, Field Support, End User Computing, or IT Support roles.
- Experience supporting enterprise users in corporate environments.
- Exposure to network and infrastructure support activities is advantageous.

Education & Certifications:
- Relevant qualification in Information Technology, Computer Science, or equivalent.

Preferred Qualifications and Certifications
- CompTIA A+
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Expert (MCSE)
- OEM Hardware Certifications
- ITIL Foundation Certification

This role offers an excellent opportunity to develop technical skills while delivering high-quality support in a dynamic enterprise environment.