Desktop Support Engineer

Overview

In this role you provide on-site End User Computing support to end users and VIP stakeholders, ensuring high customer satisfaction. You will handle first- and second-line EUC issues, document and route tickets, and collaborate with field teams to maintain service quality. You will support a Windows 11 environment, Microsoft 365 apps, and device management, while adhering to ITIL processes. This position offers hands-on, on-site problem solving with a clear impact on user productivity and operational readiness.

Responsibilities

• Provide on-site EUC support at client locations
• Troubleshoot and resolve EUC issues with focus on high first-time-fix rates
• Log, categorize, and validate incidents in the ITSM tool
• Route and escalate tickets per processes and SLAs
• Participate in on-site meetings and IT drills
• Maintain clear documentation, ticket updates, and handovers

Key requirements

• Windows 11 desktop and laptop support
• Hardware diagnostics, break/fix, device swaps, peripherals
• Microsoft 365 applications proficiency
• Active Directory / Entra ID expertise
• Intune / Endpoint Manager, Autopilot, device build management
• PowerShell scripting
• VPN, MFA, and network connectivity troubleshooting
• Printer/scanner support and on-site configuration
• Strong communication with VIP users
• ITIL-based incident and service request management

• Strong communication
• Customer service orientation
• Professional demeanor when supporting VIP users
• Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive, Office)
• Active Directory / Entra ID

…