Desktop Support Specialist

Role Summary- The Onsite IT Support Engineer is responsible for providing day-to-day operational IT support at the customer location. The engineer will ensure the smooth functioning of end-user systems, respond to incidents and service requests, coordinate with remote support teams, and maintain high service availability while delivering exceptional customer service.

Key Responsibilities- End User Support· Provide onsite support for desktops, laptops, workstations, printers, scanners, and peripheral devices.· Install, configure, and troubleshoot Windows operating systems and standard business applications.· Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.· Diagnose and resolve hardware, software, and operating system issues.· Ensure timely resolution of end-user issues in accordance with agreed service levels.

Incident & Service Request Management· Respond to incidents, service requests, and break-fix issues.· Log, update, and close tickets using the organization’s ITSM tool· Perform basic root cause analysis for recurring issues.· Escalate complex issues to Level 2/Level 3 support teams and coordinate resolution.

User Administration· Provision and de-provision user accounts.· Reset passwords and unlock user accounts.· Support Active Directory user management.· Assist with access requests and group membership changes.Hardware Lifecycle Management· Deploy and configure new laptops and desktops.· Replace and troubleshoot faulty hardware components.· Coordinate warranty repairs with hardware vendors.· Maintain IT asset inventory and lifecycle records.· Support equipment refresh and replacement activities.

Network & Connectivity Support· Troubleshoot LAN and Wi-Fi connectivity issues.· Support VPN connectivity for end users.· Coordinate with network teams during outages or infrastructure changes.· Assist with basic network equipment replacement and troubleshooting.

Meeting Room & Collaboration Support· Support Microsoft Teams Rooms and conference room technologies.· Troubleshoot audio, video, and conferencing equipment.· Ensure meeting rooms are operational before scheduled meetings.· Provide executive and VIP support during important meetings and events.

Site Operations· Perform routine IT health checks and preventive maintenance.· Support employee onboarding and offboarding activities.· Coordinate with facilities, security, and third-party vendors as required.· Maintain accurate documentation of site procedures, asset inventory, and operational activities.· Participate in scheduled maintenance activities outside business hours when necessary.

Customer Service· Deliver professional and customer-focused IT support.· Communicate technical issues and resolutions clearly to end users.· Build and maintain positive relationships with customer stakeholders.· Ensure a high level of customer satisfaction through responsive and effective support.

Required Technical Skills· Windows 10/11 administration· Microsoft 365· Active Directory· Microsoft Entra ID (Azure AD) - basic knowledge· Microsoft Teams support· Printer and peripheral troubleshooting· Desktop and laptop hardware support· Basic networking (TCP/IP, DNS, DHCP)· VPN troubleshooting· ServiceNow or equivalent ITSM platform· Asset management· Remote support tools

Preferred Skills· Microsoft Intune· Microsoft Configuration Manager (SCCM/MECM)· Azure Virtual Desktop (AVD)· VMware Horizon or Citrix· Basic PowerShell scripting· Endpoint security solutions· Knowledge of cybersecurity best practices

Qualifications· 3-5 years of experience in onsite IT support or desktop support.· ITIL Foundation certification preferred.· Microsoft certifications are an added advantage.