Desktop Support Engineer

• End-User On-Site Support
• On-site troubleshooting of hardware, software, and connectivity issues.
• Personalized support for VIP (if applies) users and during critical events.
• Installation, configuration, and deployment of IT equipment: desktops, laptops, printers, mobile devices, and tablets.
• Technical onboarding support for new employees.
• Assistance in cybersecurity incident response and recovery following established protocols.
• Workstation Management
• Device imaging, configuration, and security setup.
• License activation, permission assignments, and user profile setup.
• Monitoring and maintaining the health and status of IT assets.
• Preventive maintenance and resolution of recurring technical issues.
• Meeting Room Support
• Periodic checks of meeting room equipment (audio, video, conferencing software, connectivity).
• Technical support for high-profile or critical meetings.
• Issue resolution related to collaborative devices and tools (Teams, Google Meet, Zoom, etc.).
• Inventory and Asset Management
• Stock control, hardware delivery, and returns handling.
• Logging activities and incidents in tools like JIRA, ServiceNow, or similar.
• Coordination with suppliers for repairs, RMA handling, and warranty claims.
• Documentation and Knowledge Sharing
• Documenting technical procedures and incident resolutions.
• Knowledge transfer to the Service Desk and the management layer for frequent or recurring issues.

Do you have experience in ServiceNow?