Desktop Support Engineer - Windows & Microsoft 365

We are seeking a proactive and customer-focused Desktop Support Engineer to provide first- and second-level technical support to end users. The ideal candidate will have hands-on experience with Windows operating systems, Microsoft 365, desktop hardware, software installation, troubleshooting, and IT service management. The role involves supporting end-user computing devices, maintaining IT assets, and ensuring high levels of customer satisfaction., ### End User Support

• Provide Level 1 and Level 2 desktop support to end users via phone, email, remote tools, and onsite visits.

• Diagnose and resolve hardware, software, and operating system issues.

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices., * Support meeting room equipment and video conferencing solutions.

• Assist with IT equipment audits and inventory verification.

• Coordinate with third-party vendors for issue resolution.

• Participate in after-hours or weekend support when required.

• Support Microsoft Windows 10 and Windows 11 operating systems.

• Perform software installations, upgrades, and patch management.

Microsoft 365 Support

• Configure and support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.

• Troubleshoot Outlook issues, mailbox configuration, and email synchronization.

• Assist users with Microsoft Teams meetings, collaboration, and file sharing.

• Support Microsoft 365 account setup, password resets, and license assignments.

• Troubleshoot OneDrive synchronization and SharePoint access issues.

Hardware & Asset Management

• Install and replace desktop hardware components.

• Perform system imaging and deployment of new laptops and desktops.

• Maintain IT asset inventory, serial numbers, and asset documentation.

• Coordinate warranty repairs and hardware replacements with vendors.

Network & Connectivity Support

• Troubleshoot LAN, Wi-Fi, VPN, and network connectivity issues.

• Configure IP settings and perform basic network diagnostics.

• Support network printers and shared resources.

• Assist with switch console access and basic network troubleshooting when required.

User Administration

• Create, modify, and disable user accounts in Active Directory.

• Reset passwords and unlock user accounts.

• Configure user profiles and group memberships.

• Support user onboarding and offboarding activities.

Security & Compliance

• Ensure endpoint security policies are followed.

• Install and maintain antivirus and endpoint protection software.

• Support BitLocker encryption and device compliance.

• Follow IT security policies and report security incidents.

Documentation & Reporting

• Record all incidents and service requests in the IT Service Management (ITSM) tool.

• Maintain accurate documentation of support activities.

• Develop knowledge base articles and user guides.

• Meet agreed Service Level Agreements (SLAs)., * Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field (preferred).

Technical Skills

• Microsoft Windows 10/11 Administration

• Microsoft 365 Administration and Support

• Microsoft Outlook, Teams, OneDrive, and SharePoint

• Active Directory and Group Policy (basic administration)

• Azure Active Directory / Microsoft Entra ID (basic knowledge)

• Printer and peripheral support

• Hardware troubleshooting (Dell, HP, Lenovo, etc.)

• Laptop/Desktop imaging and deployment

• Basic networking (TCP/IP, DNS, DHCP, VPN)

• Remote support tools (TeamViewer, AnyDesk, Quick Assist, BeyondTrust, etc.)

• ITSM tools (ServiceNow, Jira, Freshservice, ManageEngine, Zendesk, or similar)

Preferred Skills

• Microsoft Intune / Endpoint Manager

• Windows Autopilot

• Microsoft Entra ID

• BitLocker Administration

• Remote Desktop Services

• Basic PowerShell scripting

• Mobile Device Management (MDM)

• Basic knowledge of virtualization (VMware/Hyper-V)

Experience

• 2-5 years of experience in Desktop Support or IT Helpdesk.

• Experience supporting Microsoft 365 environments.

• Experience with Windows desktop administration and hardware troubleshooting.

• Experience working within SLA-driven support environments.

Soft Skills

• Excellent troubleshooting and analytical skills.

• Strong verbal and written communication.

• Customer-focused approach.

• Ability to prioritize multiple tasks.

• Team player with a positive attitude.

• Ability to work independently with minimal supervision.

Certifications (Preferred)

• Microsoft Certified: Modern Desktop Administrator Associate

• Microsoft 365 Certified: Endpoint Administrator Associate

• ITIL Foundation

• CompTIA A+, ## Key Performance Indicators (KPIs)

• Incident resolution within SLA.

• First Call Resolution (FCR).

• Customer Satisfaction (CSAT).

• Ticket closure quality.

• Asset inventory accuracy.