IT Desktop Support Engineer

Role Overview:

The L2 IT Desktop Support Engineer will be responsible for providing comprehensive technical support and field services. This role involves installation, configuration, troubleshooting, and maintenance of Windows OS, hardware, and software. The engineer will collaborate with various teams, manage assets, and ensure smooth operations for end-user computing (EUC) environments. The scope also includes vendor coordination, asset disposal, and conference room health checks.

🔧 Key Responsibilities:

1. Windows OS Installation and Configuration:

• Perform complete imaging, installation, and configuration of Windows Operating Systems.
• Install, configure, and troubleshoot software applications as per organizational requirements.

2. Hardware and Software Support:

• Address and resolve standard break-fix issues related to hardware and software.
• Provide deskside intervention for software deployment and configuration changes.

3. End-User Computing (EUC) and Field Services Support:

• Deliver comprehensive EUC/Desktop field services support.
• Perform IMAC (Install, Move, Add, Change) and break-fix installation of devices.
• Conduct periodic health checks and sanity checks for conference rooms.
• Escort vendors to conference rooms for break-fix services.

4. Coordination with Managed Service Provider:

• Act as a liaison between users and MSP teams for escalations and advanced troubleshooting.

5. Asset and Vendor Management:

• Manage asset inventory, including stock inventory and asset disposal processes.
• Coordinate with the IT asset disposal vendors for hard asset disposal.
• Ensure compliance with single wipe pass and secure storage of assets at company facilities.

6. Incident and Request Management:

• Handle incident management and request fulfillment, including SRs and RITMs.
• Efficiently restore services within agreed SLA/OLA timelines and ensure proper, well-documented incident closure.
• Provide deskside support for software deployment and configuration changes.

7. New Hire/First Day Ready Support:

• Coordinate with new joiners to ensure they have the necessary support to start work seamlessly.

8. Disposal Services:

• Manage asset disposal activities, including single wipe pass and coordination with disposal vendors.

9. General Responsibilities:

• Perform move and configuration changes as needed.
• Maintain and update asset and configuration management databases.

✅ Qualifications and Skills:

Technical Skills:

• Proficiency in Windows OS imaging, installation, and configuration.
• Strong troubleshooting skills for hardware and software issues.
• Knowledge of EUC/Desktop support and field service operations.
• Familiarity with asset management and configuration management processes.

Soft Skills:

• Excellent communication and coordination skills, especially with L3 teams and vendors.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage multiple tasks effectively.

Experience:

• Minimum 3-5 years of experience in technical field services or a similar role.
• Experience in asset management, vendor coordination, and incident management.

Certifications (Preferred):

• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation Certification.
• CompTIA A+ or equivalent.