Desktop Support Engineer

The On-Demand Desktop Support Engineer (Dispatch / Backfill) is responsible for providing timely and reliable IT support services across end-user environments on an as-needed basis. This role focuses on handling dispatch requests, backfill support, and critical on-demand incidents to ensure uninterrupted business operations.

The engineer will support hardware, software, and network-related issues while maintaining high service quality, SLA adherence, and customer satisfaction across multiple locations and environments.

Key Responsibilities

On-Demand Support & Dispatch Management

• Provide on-demand / dispatch-based IT support for desktops, laptops, printers, and peripherals.
• Act as a backfill resource during planned/unplanned engineer unavailability.
• Handle urgent and high-priority service requests across locations.
• Ensure timely response and resolution as per defined SLAs.

End-User & Desktop Support

• Provide L1/L2 support for:
• Desktops, laptops, and mobile devices
• Windows, macOS, and Linux operating systems
• Troubleshoot hardware, OS, and application-related issues.
• Support enterprise applications including Microsoft Office and collaboration tools.

System & Device Management

• Install, configure, upgrade, and maintain IT equipment and peripherals.
• Perform system imaging, patching, and updates.
• Maintain accurate asset inventory and device tracking records.

User & Access Management

• Manage user accounts in Active Directory (creation, password reset, access permissions).
• Support onboarding and offboarding activities including device setup and access provisioning.

Network & Connectivity Support

• Troubleshoot basic network issues:
• LAN / WAN connectivity
• VPN access
• DNS / TCP/IP issues
• Firewall-related connectivity
• Coordinate with network teams for escalations.

ITSM & Ticket Management

• Manage incidents and service requests using ITSM tools (ServiceNow, Jira, BMC Remedy).
• Ensure proper documentation, categorization, and timely closure of tickets.
• Maintain SLA compliance and update stakeholders as required.

Remote Management & Tools

• Utilize tools such as SCCM for:
• Software deployment
• Patch management
• System configuration updates
• Provide remote troubleshooting using enterprise remote support tools.

Collaboration & Documentation

• Collaborate with infrastructure, network, and application teams for issue resolution.
• Maintain accurate documentation including:
• Incident reports
• Troubleshooting steps
• Knowledge base articles, * End Users / Business Teams
• Service Desk & Command Center
• Infrastructure & Network Teams
• Vendors & OEM Support Teams

Success Indicators

• Quick response and resolution for on-demand and dispatch requests
• High SLA adherence and customer satisfaction
• Minimal downtime during backfill scenarios
• Accurate documentation and ticket management
• Efficient handling of multi-location support requests

Do you have experience in macOS?, * Proven experience in Desktop Support / IT Support / Field Support roles

• Strong knowledge of:
• Windows, macOS, and Linux OS
• Microsoft Office and enterprise applications
• Good understanding of networking fundamentals:
• TCP/IP, DNS, VPN, LAN/WAN
• Hands-on experience with:
• Active Directory
• ITSM tools (ServiceNow, Jira, Remedy)
• SCCM or similar tools
• Strong troubleshooting and analytical skills
• Excellent communication and customer handling skills
• Ability to work independently in on-demand / field-based environments

Technical Skills

• Operating Systems: Windows, macOS, Linux
• Tools: SCCM, ServiceNow, Jira, BMC Remedy
• Directory Services: Active Directory
• Networking: LAN, VPN, DNS, TCP/IP
• Remote Support Tools

Preferred Qualifications

• Certifications such as:
• CompTIA A+
• Network+
• Microsoft Certified Desktop Support
• Experience supporting enterprise environments
• Basic knowledge of Windows Server environments
• Understanding of IT security and endpoint protection

Tools & Technologies

• Windows / macOS / Linux
• SCCM / Endpoint Management Tools
• ServiceNow / Jira / Remedy
• Active Directory
• Remote Support Tools