Desktop Engineer – Tech Refresh Specialist

About the role

The Desktop Engineer (Tech Refresh) provides Level‑2 desktop support and leads the refresh of hardware and software across the organisation. You will work closely with end‑users to resolve incidents, manage device lifecycles and ensure a stable, secure computing environment.

Key responsibilities

• Deliver L2 support for laptops, desktops, tablets, mobile devices, printers and VPN connections.
• Install, image, upgrade and harden Windows and macOS systems, including baseline image creation.
• Manage onboarding, off‑boarding, OS patching, upgrades and tech‑refresh cycles.
• Troubleshoot Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Office apps).
• Maintain hardware and software asset records and perform year‑end inventory checks.
• Document incidents and updates in ServiceNow, ensuring SLA compliance.
• Monitor ticket queues, resolve escalations and create corrective action plans.
• Develop and update SOPs and technical documentation.

Required profile

• Diploma or bachelor’s degree in IT, Computer Science or related field.
• 3–5 years of endpoint support experience.
• ITIL certification and relevant Microsoft certifications.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.

Required skills

• Windows and macOS operating systems
• Active Directory (AD)
• Microsoft Intune
• Office 365 / Microsoft 365
• ServiceNow ticketing system, CMDB and asset management
• Imaging, hardening, upgrading and anti‑virus tools
• LAN and VPN technologies
• Printing and peripheral device support