Desktop Engineer

About the role

The Desktop Engineer provides end-user IT support, troubleshooting hardware and software issues, maintaining desktop and laptop systems and ensuring employees have reliable access to IT services. The role covers incident resolution, device configuration, software installation and coordination with IT teams to keep the workplace secure and productive.

Key responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, printers, peripherals and end-user applications
• Diagnose and resolve hardware, OS, software, network connectivity and access issues
• Install, configure, upgrade and maintain Windows desktops, laptops and approved business apps; support Microsoft 365, Outlook, Teams, VPN and productivity tools
• Manage user accounts, permissions and password requests in line with IT policy
• Perform device imaging, setup, deployment, patching, antivirus checks and routine maintenance
• Support Active Directory and/or Microsoft Entra ID, including basic account and group administration
• Log, track, prioritise and update incidents and service requests in the ITSM system, and escalate complex issues to other teams
• Maintain IT asset inventory, device allocation records and technical documentation
• Follow security policies, endpoint protection, backup and change-management procedures, and give clear user guidance

Required profile

• Diploma or degree in IT, Computer Science or a related field, or equivalent practical experience
• Experience in Desktop Support, Service Desk, IT Support or Endpoint Administration
• Good communication, customer-service, problem-solving and time-management skills
• Ability to prioritise requests, document solutions and work independently and in a team

Required skills

• Windows 10/11, desktop and laptop hardware, and troubleshooting
• Microsoft 365, Outlook, Teams, printers and common end-user apps
• Basics of LAN/WAN, Wi-Fi, DNS, DHCP, VPN and network troubleshooting
• Active Directory, Microsoft Entra ID, endpoint management tools and ticketing systems
• Preferred: Microsoft Intune, SCCM/MECM, endpoint imaging, ITIL processes, endpoint security, patch management and certifications such as CompTIA A+ or ITIL Foundation