Desktop Support Engineer

Job Description: Desktop OSS Support Engineer

Location : 5101 Westinghouse Blvd, Charlotte, NC 28273

Work Schedule: Monday to Friday, 8 hours/day onsite support.

Duration: ASAP till 31st January 2027 + extendable.

Position Overview:

We are seeking an experienced and customer-focused Desktop OSS (Onsite Support Services) Support Engineer with 3+ years of hands-on IT support experience. The engineer will provide daily onsite technical support for end users, manage desktop-related issues, deploy IT equipment, and coordinate with global IT teams to ensure smooth operational continuity.

Key Responsibilities:

Desktop & End-User Support:

• Provide onsite support for desktops, laptops, printers, monitors, and mobile devices.
• Install, upgrade, configure, and troubleshoot Windows 10/11 and basic macOS environments.
• Resolve incidents and service requests raised via enterprise ticketing tools (ServiceNow, Jira, Remedy).
• Assist with Wi-Fi/LAN connectivity issues, VPN troubleshooting, MFA setup, and email/Outlook support.
• Support standard applications including Microsoft 365, Teams, Office suite, browsers, and collaboration tools.

Operational & OSS Support:

• Perform workstation deployments, system imaging, equipment refresh, and asset tagging.
• Maintain and track IT inventory including laptops, desktops, accessories, consumables, and loaner devices.
• Coordinate escalations with L2/L3, Network, and Infrastructure teams.
• Maintain accurate documentation: SOPs, KB articles, troubleshooting guides, and checklists.
• Ensure all IT practices comply with corporate security standards and policies.

User Experience & Communication:

• Deliver professional, timely, and customer-centric support to all employees.
• Communicate technical information clearly to non-technical users.
• Conduct basic user training and onboarding support when required.
• Update ticket notes promptly with detailed troubleshooting steps and resolution summaries.

Required Skills & Qualifications:

• Minimum 3+ years of proven experience in desktop support, service desk, or OSS roles.
• Hands-on expertise with Windows OS troubleshooting and basic macOS knowledge.
• Strong understanding of desktop hardware, imaging tools, antivirus/endpoint security, and device management.
• Basic knowledge of networking concepts: IP, DNS, DHCP, Wi-Fi troubleshooting.
• Experience using enterprise ticketing systems such as ServiceNow (preferred).
• Ability to handle high-volume support environments.
• Fluency in English (speaking & writing).

Preferred Qualifications:

• Experience with AD, SCCM, Intune, remote support utilities.
• Experience in multinational corporate environments.
• Certifications: CompTIA A+, Microsoft MTA/MCSA, ITIL Foundation.

Soft Skills:

• Strong analytical, troubleshooting, and communication skills.
• Ability to work independently with minimal supervision.
• High level of ownership, responsibility, and customer service mindset.
• Good time management and prioritization skills.