Desktop Support Engineer

Job Overview

We are seeking a Desktop Support Engineer responsible for delivering first-level IT support to end-users. The role includes troubleshooting issues related to hardware, software, Windows, and Microsoft Office 365 applications. The engineer will handle IT incidents and service requests by prioritizing and resolving them while escalating more complex problems to vendors or advanced support teams as needed.

Key Responsibilities

• Provide first-line desktop and end-user IT assistance
• Diagnose and resolve hardware, software, Windows, and Office 365 problems
• Receive, prioritize, and address IT incidents and requests
• Escalate advanced technical issues appropriately
• Perform PC imaging, re-imaging, installation, and deployment tasks
• Maintain IT asset and inventory documentation
• Keep tickets, documentation, and operational instructions updated
• Ensure resolution within agreed Service Level Agreements (SLAs)

Candidate Requirements

• Minimum Nitec qualification in IT, Computer Science, or related fields
• At least one year experience in Desktop Support, IT Support, or Helpdesk roles
• Practical knowledge of Windows 10/11 and Microsoft Office 365
• Experience with PC hardware, software installation, and troubleshooting techniques
• Ability to work independently while managing multiple support tasks simultaneously
• Certifications preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Windows Client, Microsoft Certified: Managing Modern Desktops
• Experience in providing remote or service desk support

Additional Details

• Minimum education: Bachelor’s degree (S1) or Diploma 4 (D4)
• Minimum experience level expected is staff level
• Age and minimum GPA not specified