Desktop Support Engineer

Purple DriveWe are seeking an experienced Desktop Support Engineer to provide technical support, maintenance, and troubleshooting for end-user systems, hardware, and software. The ideal candidate will possess strong expertise in Windows and Mac environments, network troubleshooting, and IT service management (ITSM) processes. This role ensures smooth day-to-day IT operations and timely resolution of user issues to maintain business continuity.Key Responsibilities:Provide L1/L2 support for desktops, laptops, printers, and peripheral devices.Troubleshoot and resolve issues related to hardware, operating systems, and applications.Install, configure, and maintain Windows, macOS, and Linux-based systems.Manage user accounts, permissions, and group policies via Active Directory.Support Microsoft 365, Outlook, Teams, and related productivity tools.Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN).Perform software installations, updates, and system patches following IT policies.Maintain accurate asset inventory and documentation of incidents and resolutions in ITSM tools (e.g., ServiceNow, Remedy, Jira).Ensure compliance with security and data protection policies.Collaborate with infrastructure and network teams for escalations and complex issues.Assist in new hire onboarding and IT setup (hardware provisioning, access setup, etc.).Support remote users using remote desktop tools or VPN solutions.Required Skills & Qualifications:3–6 years of experience in desktop or IT support roles.Strong knowledge of Windows 10/11, macOS, and Microsoft Office 365.Experience with Active Directory, DNS, DHCP, Group Policy, and basic networking.Familiarity with ITSM tools (ServiceNow, Remedy, or Jira Service Desk).Hands-on experience with remote desktop tools (RDP, AnyDesk, TeamViewer, etc.).Excellent troubleshooting, problem-solving, and communication skills.Ability to work independently and manage multiple support requests efficiently.Good to Have:CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.Experience with SCCM, Intune, or JAMF for device management.Basic understanding of ITIL processes.Exposure to VPN, firewall, and endpoint protection tools.Educational Qualification:Bachelor's degree or diploma in Information Technology, Computer Science, or related field.