Desktop Support Engineer

Desktop Support Engineer to support our GTS team with day-to-day endpoint and IT support activities, primarily to provide additional coverage while a team member is out., 1. Windows & Mac Endpoint Support

· Image, configure and provision laptops for new hires and existing users.

· Laptop refreshes, replacements, shipping and asset-related activities.

· Troubleshoot hardware, software and endpoint issues.

1. End-User & Office Support

· Provide hands-on support to employees coming into the office.

· Troubleshoot desktops/laptops, monitors, docking stations, peripherals and other IT equipment.

· Provide meeting room/conference room support and assist with AV-related issues.

1. ServiceNow & Day-to-Day GTS Operations

· Manage and resolve incidents and service requests through ServiceNow.

· Follow up on tickets and ensure timely resolution and good customer experience.

· Support other day-to-day GTS operational activities as required.

· Minimum 3-5 years of relevant Desktop/Endpoint Support experience.

· Hands-on experience supporting both Windows and Mac laptops is preferred.

Technology / Technical Requirements:

· Windows 10/11 and Mac laptop support.

· Laptop imaging, configuration, provisioning and deployment.

· Laptop shipping, asset handling and refresh activities.

· Microsoft Intune / Autopilot experience preferred.

· ManageEngine Endpoint Central experience preferred.

· Basic Microsoft 365, Entra ID/Active Directory and endpoint troubleshooting knowledge.

· ServiceNow or similar ITSM/ticketing experience.

· Troubleshooting of hardware, software, peripherals and connectivity issues.

· Basic conference/meeting room and AV support., · Strong customer service and communication skills.

· Comfortable working directly with end users and providing hands-on support.

· Good English communication skills.

· Ability to work independently as well as collaborate with a global GTS team.

· Good troubleshooting and problem-solving skills.

Ability to work in a fast-paced enterprise IT environment