Desktop Support Engineer

Key Responsibilities

End User Computing & Deskside Support

• Provide deskside support for Windows/macOS devices, peripherals, printers, mobile devices, and Microsoft 365 applications.
• Troubleshoot incidents, fulfil service requests, support VIP users, and maintain accurate ServiceNow updates.
• Coordinate with remote teams, IT team, vendors, and the Tech Lead for escalations and dispatch support.

Remote Support Coordination

• Support remote diagnosis, software installation, patch verification, Intune actions, and ticket closure.

Device Lifecycle Management & IMACD

• Build, image, enroll, deploy, refresh, recover, and decommission end-user devices.
• Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support.

Joiner, Mover & Leaver Support

• Prepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.

AV & Collaboration Support

• Perform meeting room readiness checks and troubleshoot Teams/Zoom Rooms, AV devices, displays, cameras, microphones, and control panels.
• Provide AV support for executive meetings, town halls, training sessions, hybrid meetings, and approved events.

Asset Management & Reporting Support

• Track assets, update CMDB records, support inventory validation, audits, and operational reporting.

Service Management & Continuous Improvement

• Follow ITIL-aligned processes, meet SLA expectations, identify recurring issues, and contribute to knowledge articles and service improvements.

Required Skills & Experience

• 5–7 years of experience in deskside, EUC, endpoint, or field support.
• Knowledge of Windows 10/11, basic macOS, mobile devices, Microsoft 365, ServiceNow, Intune, imaging, and deployment.
• Experience with printers, peripherals, docking stations, AV rooms, Teams Rooms, Zoom Rooms, Crestron, Logitech, and related collaboration technologies.
• Strong customer service, VIP support, communication, documentation, troubleshooting, and time management skills.

Preferred Qualifications

• ITIL, Microsoft 365, endpoint, desktop support, or AV certifications preferred.
• Managed services, life sciences, pharmaceutical, or regulated environment experience is an advantage.