Desktop Support Engineer

Role: Desktop Engineer / Desktop Support Engineer
Experience: Typically 2–6 years, depending on the complexity of the environment
PREFERENCE Hire: Candidates with MCSE & COMPTIA A+ CERTIFICATION
Location: Onsite / Client location is common
Reporting to: IT Infrastructure / IT Support / Service Desk Manager
1. Key Responsibilities
Desktop & Laptop Support
Install, configure and maintain desktops, laptops, monitors, printers and other peripherals.
Troubleshoot hardware issues such as RAM, HDD/SSD, motherboard, keyboard, mouse, display and connectivity problems.
Perform OS installation, configuration, upgrades and troubleshooting.
Support Windows 10/11 environments and ideally Windows Server basics.
Configure user profiles, system policies and security settings.
Application & Software Support
Install and troubleshoot business applications and standard productivity tools.
Support Microsoft Office / Microsoft 365 applications.
Troubleshoot application crashes, performance issues and compatibility problems.
Manage software installations, patches and updates.
Assist users with browser, email, VPN and collaboration-tool issues.
Active Directory & User Management
Create, modify and disable user accounts in Active Directory.
Reset passwords and unlock accounts.
Manage security groups and basic access permissions.
Join computers to the domain and troubleshoot domain-related issues.
Configure Group Policy settings as required.
Support Microsoft 365 / Entra ID environments where applicable.
Network & Connectivity Support
Troubleshoot LAN/Wi-Fi connectivity issues.
Configure TCP/IP, DNS, DHCP and basic network settings.
Troubleshoot VPN connectivity.
Diagnose connectivity between end-user devices and servers/applications.
Coordinate with Network Engineers for complex network issues.
IT Asset Management
Maintain inventory of desktops, laptops, printers, accessories and other IT assets.
Track asset allocation, replacement and movement.
Maintain hardware/software records.
Support laptop/desktop refresh and replacement activities.
Printer & Peripheral Support
Install and configure network/local printers.
Troubleshoot printing and scanning issues.
Configure scanners, biometric devices, projectors, IP phones and other peripherals.
2. IT Service Management
A good Desktop Engineer should have experience working through a ticketing system.
Responsibilities may include:
Logging and categorizing incidents.
Prioritizing tickets based on business impact.
Troubleshooting and resolving L1/L2 incidents.
Meeting SLA/TAT requirements.
Escalating unresolved issues to appropriate teams.
Maintaining proper ticket documentation.
Preparing daily/weekly support reports.
Following ITIL-based incident, problem and change-management processes.
Experience with tools such as ServiceNow, Jira Service Management, ManageEngine ServiceDesk Plus, BMC Remedy, Freshservice or similar is useful.
3. Security Responsibilities
The engineer should also have basic endpoint-security knowledge:
Antivirus/EDR installation and troubleshooting.
Windows security updates and patches.
Endpoint hardening.
USB/device access controls.
Basic knowledge of MFA and endpoint security policies.
Supporting BitLocker/device encryption.
Identifying and escalating suspicious activities or malware incidents.
Ensuring compliance with organizational IT policies.
4. Typical Technical Skill Set : Area & Expected Knowledge:
· Operating Systems: Windows 10/11, basic Windows Server
· Hardware: Desktop, laptop, printer, scanner, peripherals
· Active Directory: User/account/group management
· Microsoft 365: Outlook, Teams, Office applications
· Networking: TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN
· Endpoint Management: SCCM/MECM, Intune or similar
· Security: Antivirus, EDR, BitLocker, patching
· ITSM : ServiceNow/Jira/ManageEngine etc.
· Remote Support: RDP, remote desktop/support tools
· Asset Management: Hardware/software inventory
· Troubleshooting: Hardware, OS, application and connectivity
5. Good-to-Have Skills
For a more senior Desktop Engineer, I would look for:
Microsoft Intune / Endpoint Manager
Microsoft Entra ID
SCCM/MECM
PowerShell scripting
Windows Autopilot
Microsoft 365 administration
Basic Azure/AWS knowledge
Virtualization basics – VMware/Hyper-V
Endpoint security/EDR tools
ITIL certification
Experience supporting large enterprise environments
6. Soft Skills
This is particularly important for a Desktop Engineer because they interact directly with business users.
Strong communication skills
Customer/user handling
Patience and troubleshooting mindset
Ability to explain technical issues to non-technical users
Good documentation skills
Ability to work under SLA pressure
Willingness to work onsite
Ability to coordinate with Network, Server, Security and Application teams

Work arrangement
No