Desktop Support Engineer

We are seeking a skilled and customer-focused Desktop Support Engineer to provide comprehensive support for end-user systems, applications, and hardware. The ideal candidate will be responsible for diagnosing and resolving technical issues related to Windows operating systems, Microsoft 365 applications, business productivity tools, and hardware performance. You will coordinate with vendors, provide remote support, and ensure timely resolution of IT incidents and requests.

• Provide Level 2 remote support for Windows 10/11 laptops and approved business applications.
• Troubleshoot issues related to:
• OS performance and boot failures
• Application crashes and login issues
• User profile and configuration errors
• Support applications including Microsoft 365, Teams, Adobe Reader, Zscaler, and others.
• Perform secure remote troubleshooting using tools like VPN, RDP, TeamViewer, or AnyDesk.
• Create, manage, and deploy standard software images for laptops prior to delivery.
• Coordinate with OEM and software vendors for escalations and warranty claims.
• Maintain accurate ticket documentation and ensure SLA adherence.

Required Skills & Experience:

• 3-5 years of experience in L2 desktop support or IT service desk roles.
• Strong knowledge of Windows OS, Microsoft 365 suite, and endpoint security tools (e.g., Zscaler).
• Experience with remote support tools and secure access protocols.
• Familiarity with ticketing systems and SLA-driven environments.
• Excellent communication and documentation skills.
• Ability to work in a 24x7 rotational support model.