Desktop Support Engineer
Core
Ensuring stability and efficient operation of end-user computer systems and infrastructure while conducting research on emerging technologies for business applications.
Role type
Desktop Support Engineer (Level 1/2)
Builds
End-user computing environments, IT infrastructure, and support processes for core organizational functions.
Domain
IT Support / Enterprise Infrastructure
Required skills
Windows OS, Microsoft 365, Active Directory, ServiceNow, Intune, Zscaler, Azure AD, network troubleshooting, hardware diagnostics, ITIL methodologies
Preferred skills
Warehousing/transport/logistics experience, Azure Administrator Associate, Azure Network Engineer Associate, Windows Server Hybrid Administrator Associate, Azure Virtual Desktop Specialty, VMware Certified Professional (VCP)
Technologies
ServiceNow, Intune, Zscaler, Azure AD, Microsoft 365, Windows, VMware
Responsibilities
Act as primary contact for end-users via phone, chat, email, and onsite; Log, classify, and prioritize incidents in ITSM tools; Troubleshoot common issues (login, VPN, printing, Wi-Fi, M365 apps, mobile devices); Fulfill requests (password resets, software installs, hardware setup); Resolve escalated incidents and perform diagnostics; Manage endpoint tooling; Coordinate with Networking, Security, and Collaboration teams; Support site moves/outages including cabling and equipment mounting; Complete periodic IT processes within SLAs and KPIs; Manage vendors and third-party providers.
Seniority
Mid-level (3+ years experience)