IT Desktop System Engineer – Helpdesk Support

About the role

We are looking for a proactive, customer‑focused IT Desktop System Engineer to join our Desk Side Support team. You will provide first‑level technical assistance to end users, handling hardware, software, network and access issues while ensuring timely resolution and high service quality.

Key responsibilities

• Deliver Level 1 and Level 2 support via ServiceNow tickets, phone, email, chat and on‑site visits.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices and peripherals.
• Install, configure and maintain Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and other business applications.
• Manage user accounts, password resets and access requests in Active Directory and Azure AD/Entra ID.
• Support VPN, Citrix Virtual Desktop, remote access and multi‑factor authentication solutions.
• Maintain the IT asset inventory and assist with lifecycle management.
• Coordinate with vendors and internal teams for escalations.
• Support conference room technologies, Microsoft Teams Rooms and video‑conferencing equipment.
• Document resolutions and contribute to the knowledge base.

Required profile

• 2‑5 years of helpdesk or desktop support experience in an enterprise environment.
• Relevant certifications such as CompTIA A+, ITIL Foundation or Microsoft Fundamentals.
• Strong customer service orientation and communication skills.
• Ability to work in rotational shifts and provide on‑call support when needed.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 administration and troubleshooting.
• Active Directory, Azure AD/Entra ID and Group Policy management.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Citrix Virtual Desktop environment support.
• ServiceNow or similar ITSM tool experience.
• Hardware diagnostics and repair for desktops, laptops and peripherals.
• Knowledge of MFA, remote access tools and Microsoft Teams Rooms.