Desktop Support Technicia

About the Role

We are seeking a customer-focused and technically skilled Desktop Support Technician to provide onsite second-line technical support for end-user environments and infrastructure services.

The successful candidate will act as the primary onsite IT representative, delivering hands-on support for desktops, laptops, mobile devices, printers, video conferencing systems, and related technologies. In addition, the role will provide "Hands & Eyes" support for Network and Compute infrastructure teams, assisting remote Subject Matter Experts (SMEs) with troubleshooting, installations, upgrades, and maintenance activities.

This role is ideal for an IT professional who enjoys working directly with users, solving technical problems, and delivering exceptional customer service in enterprise environments.

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 where necessary.
• Provide support for software installations, updates, and configurations.

Hands & Eyes Support

• Provide onsite support for Network and Compute infrastructure activities.
• Assist 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 successful completion of tasks.

Service Desk & Documentation

• Log, update, and maintain incident and service request records in the IT Service Management system.
• Ensure all support activities are documented accurately and professionally.
• 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 customer-facing 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 up to date with emerging technologies and support processes.
• Follow customer operating procedures, security policies, and compliance requirements.
• Perform additional support activities aligned with skills and experience.

Required Technical Skills Operating Systems

• Windows 10/11 Administration and Support
• macOS Administration and Support

End User Computing (EUC)

• Desktop and Laptop Support
• Printer Support
• Mobile Device Support (iPhone, Android)
• Video Conferencing and Meeting Room Technologies
• Hardware Installation, Configuration, and Troubleshooting

Microsoft Technologies

• Microsoft Office Suite
• Outlook
• Microsoft 365 Applications

Infrastructure Knowledge

• Basic Networking (TCP/IP, DNS, DHCP, VPN)
• Active Directory and Domain Environments
• Virtual Desktop and Virtualized Environments
• Mobile Device Management (MDM) Platforms
• Data Backup and Recovery Principles

IT Service Management

• Experience using ServiceNow or equivalent ITSM platforms
• Incident, Request, and Change Management processes
• ITIL-aligned support environments

Required Soft Skills

• Excellent customer service and user engagement skills
• Strong verbal and written communication abilities
• 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
• Flexible and adaptable to changing priorities

Experience

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

Education & Certifications Required

• Relevant educational qualification in Information Technology, Computer Science, or equivalent.

Preferred Certifications

• CompTIA A+
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Expert (MCSE)
• OEM Hardware Certifications
• ITIL Foundation Certification