Job Description: IT Support Engineer / Desktop Support

Location-Remote

Position Summary

We are seeking a proactive and customer-focused IT Support Engineer/Desktop Support professional to provide technical support for end users, maintain IT infrastructure, and ensure the smooth operation of desktop systems, laptops, peripherals, and enterprise applications. The ideal candidate will have strong troubleshooting skills and a commitment to delivering excellent technical support.

Key Responsibilities

• Provide first- and second-level technical support for desktop, laptop, printer, and peripheral-related issues.
• Install, configure, and maintain Windows operating systems and standard business applications.
• Troubleshoot hardware, software, network connectivity, and email-related issues.
• Install, upgrade, and replace desktop hardware, laptops, monitors, printers, and accessories.
• Configure and support Microsoft Office, Outlook, Teams, and other business applications.
• Manage user accounts, passwords, and permissions using Active Directory.
• Set up and support new employee workstations, including hardware and software installation.
• Respond to service requests and incidents through the IT ticketing system within defined SLAs.
• Perform routine system maintenance, software updates, and patch management.
• Support remote users using remote desktop and support tools.
• Assist with basic network troubleshooting, including LAN, Wi-Fi, VPN, and printer connectivity.
• Maintain IT asset inventory and documentation.
• Coordinate with vendors for hardware repairs and warranty support.
• Document technical issues, resolutions, and standard operating procedures.
• Escalate complex issues to higher-level support teams when required.

Required Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.
• Hands-on experience with Windows 10/11 and Microsoft Office 365.
• Knowledge of Active Directory, Microsoft Outlook, and basic networking concepts.
• Experience with desktop hardware troubleshooting and replacement.
• Familiarity with IT ticketing systems such as ServiceNow, Jira, or ManageEngine.
• Basic understanding of LAN, WAN, VPN, DNS, DHCP, and TCP/IP.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.

Preferred Skills

• Experience supporting Microsoft 365, Teams, and OneDrive.
• Knowledge of Intune, Microsoft Endpoint Manager, or SCCM.
• Experience with remote support tools.
• Basic knowledge of cybersecurity best practices.
• ITIL Foundation, Microsoft, CompTIA A+, or Network+ certifications are an advantage.