As a Field Desktop Support Engineer, you will be responsible for supporting enterprise users, resolving hardware and software issues, maintaining IT assets, and ensuring seamless day-to-day operations of end-user computing environments.

Key Responsibilities:

- Provide onsite and remote technical support for desktops, laptops, workstations, printers, and peripheral devices.

- Install, configure, troubleshoot, and maintain Windows and Mac operating systems.

- Diagnose and resolve hardware, software, network, and connectivity issues within agreed service level agreements.

- Support enterprise applications including Microsoft Office 365, Outlook, Teams, VPN, collaboration tools, and business-critical applications.

- Manage user accounts, permissions, and access requests through Active Directory and identity management systems.

- Perform software installations, upgrades, patching, and system updates.

- Support endpoint security solutions including antivirus, encryption, and endpoint protection platforms.

- Maintain IT asset inventory and lifecycle management processes.

- Coordinate with vendors and service providers for hardware replacements, repairs, and warranty management.

- Assist with workstation deployments, relocations, refresh initiatives, and onboarding activities.

- Provide support during office expansions, infrastructure upgrades, and technology rollouts.

- Document incidents, service requests, troubleshooting procedures, and knowledge base articles.

- Monitor ticket queues and ensure timely resolution of incidents and service requests.

- Escalate critical issues to relevant infrastructure, networking, or application teams when required.

- Deliver excellent customer service while maintaining high levels of user satisfaction.

Required Skills:

- Strong expertise in desktop support and end-user computing environments.

- Hands-on experience with Windows 10, Windows 11, and Microsoft Office 365.

- Knowledge of Active Directory, Group Policies, DNS, DHCP, and user account management.

- Understanding of networking fundamentals including TCP/IP, LAN, WAN, Wi-Fi, VPN, and switching concepts.

- Experience supporting printers, scanners, conferencing devices, and collaboration tools.

- Knowledge of endpoint management platforms such as SCCM, Intune, or JAMF.

- Experience with ticketing systems such as ServiceNow, Jira Service Management, or Remedy.

- Strong troubleshooting and problem-solving capabilities.

- Excellent communication, stakeholder management, and customer-facing skills.

- Ability to manage multiple priorities in fast-paced environments.

Desirable Skills:

- Experience supporting enterprise mobility solutions.

- Knowledge of Microsoft Intune and device provisioning.

- Exposure to ITIL processes and service management practices.

- Experience working in field support or multi-location enterprise environments.

- Relevant certifications such as Microsoft, ITIL, CompTIA A+, or Modern Desktop Administrator are preferred.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

- 1012 years of experience in Desktop Support, End User Computing, or IT Infrastructure Support roles.

- Demonstrated experience supporting enterprise users in large-scale corporate environments.

Preferred Technology Stack:

- Operating Systems: Windows 10, Windows 11, macOS

- Productivity Tools: Microsoft Office 365, Teams, Outlook

- Identity Management: Active Directory, Azure AD

- Endpoint Management: SCCM, Intune, JAMF

- Ticketing Tools: ServiceNow, Jira, Remedy

- Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi

- Security: Endpoint Protection, Antivirus, Encryption Solutions