QUALIFICATIONS:

• Proven experience as a Desktop Support Engineer or similar role, with a strong understanding of desktop hardware and software.
• Proficiency in troubleshooting and resolving complex technical issues.
• Experience with operating systems (Windows, macOS), office applications, and enterprise software.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
  Job Type: Full-tim

• Incident Management:
• Respond to and resolve complex desktop-related issues that have been escalated from Level 1 support.
• Diagnose and troubleshoot hardware and software problems, ensuring timely resolution and minimal disruption to end users.
• Technical Support:
• Provide advanced support for operating systems, applications, and network connectivity issues.
• Install, configure, and maintain desktop hardware and software, including upgrades and patches.
• Support various software applications, including productivity tools, enterprise applications, and specialized software as needed.
• User Support and Training:
• Assist end users with advanced technical issues and provide guidance on best practices.
• Conduct training sessions for users on new systems, software, and tools as required.
• Create and maintain user documentation and knowledge base articles.
• System Maintenance:
• Perform routine maintenance tasks such as system updates, backups, and antivirus scans.
• Monitor system performance and proactively address potential issues before they impact users.
• Escalation and Coordination:
• Escalate unresolved issues to higher-level technical teams or vendors as necessary.
• Coordinate with other IT teams (e.g., Network, Systems, Security) to resolve cross-functional issues and ensure system integrity.
• Inventory Management:
• Manage and track desktop hardware inventory, including procurement and asset disposal.
• Ensure that all equipment and software licenses are properly recorded and compliant with company policies.
• Documentation and Reporting:
• Document all support activities, including issues reported, troubleshooting steps taken, and resolution outcomes.
• Generate and review reports on support activities, system performance, and incident trends to identify areas for improvement.
• Security and Compliance:
• Ensure that all desktop systems adhere to company security policies and compliance requirements.
• Implement and enforce security measures, such as password policies and data protection protocols.
• Continuous Improvement:
• Identify and recommend improvements to processes, procedures, and technologies to enhance support efficiency and user satisfaction.
• Stay current with industry trends and emerging technologies to provide informed recommendations and solutions.