Desktop Support Engineer

KEY RESPONSIBILITIES
Independently troubleshoot and resolve onsite IT incidents and service requests.
Provide professional, responsive, and high-quality VIP user support.
Deliver end-to-end support for Digital Bar / Walk-in Centres, including quick fixes and device swaps.
Support Boutique IT environments and applications.
Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
Provide meeting room and AV support, including Microsoft Teams, Zoom, and other vendor equipment.
Act as a hands-and-eyes support for server and network teams when required.
Manage printer and MFP support, including coordination with remote support teams and external vendors.
Support PC refresh and hardware replacement activities, including:
Device staging and testing
Device deployment and replacement
Planning and end-user communication
Data migration support, where applicable
Decommissioning and return of old devices
Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.
Maintain and manage local IT stock and inventory.
Record tickets for all activities performed during routine onsite support operations.
Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs.
Promote remote resolution where possible to reduce unnecessary onsite dispatches.
Educate users on available self-help options and remote support tools.
Identify opportunities for automation and process optimization.
Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.
Support local IT projects, initiatives, and infrastructure activities.
Handle technical escalations and coordinate with relevant support teams.
Conduct end-user training and new-user induction sessions.
Work closely with internal teams, vendors, and stakeholders to ensure timely resolution of technical issues.
REQUIRED SKILLS AND EXPERIENCE
Proven experience in Desktop Support / IT Support / End User Computing.
Strong troubleshooting and client-side incident resolution skills.
Experience providing VIP / executive user support.
Good knowledge of:
Microsoft Windows
macOS
Microsoft Office 365
ITSM tools and processes
Workplace applications and support tools
Experience with hardware, peripherals, printers, and workplace technologies.
Knowledge of Hardware Asset Management (HAM) processes.
Basic understanding of LAN/WAN technologies and server room equipment.
Ability to prioritize tasks and manage multiple incidents and requests simultaneously.
Strong customer-facing, interpersonal, and communication skills.
Ability to work effectively with remote support teams, infrastructure teams, vendors, and end users.
Fluent in English and the local language.
Knowledge of ITIL processes is preferred.
Strong focus on customer service, SLA adherence, documentation, and process compliance.
KEY COMPETENCIES
Excellent problem-solving and troubleshooting abilities
Customer-focused approach
Strong communication and interpersonal skills
Ability to work independently and take ownership of issues
Ability to work under pressure and manage competing priorities
Attention to detail in ticketing, CMDB, and asset management
Team collaboration and stakeholder management
Proactive approach to identifying improvements and automation opportunities

Work arrangement
No