Desktop Support Engineer

About the role

We are seeking a capable and motivated Desktop Support Engineer to coordinate support activities ranging from basic troubleshooting to complex systems support. The role provides onsite and on‑call assistance to end‑users within the organization’s desktop computing environment, ensuring timely and accurate service delivery.

Key responsibilities

• Manage desktop device incidents (hardware and software) through to resolution.
• Handle IMAC and desk‑side support services, including hard and soft break‑fix for laptops and desktops.
• Provide standard hardware and software support and maintenance for desktop devices throughout their lifecycle, including remote management.
• Maintain desktop configuration, apply patch updates, and coordinate hardware replacements with vendor spares.
• Ensure each desktop device is installed with the appropriate desktop image.
• Deliver VIP desk‑side support and act as the point of contact for IT issues when other support teams are unavailable.
• Manage antivirus solutions on all workstation devices.
• Install and configure workstation software and physical printers.
• Support Windows image deployment and application delivery using SCCM, patch management and compliance tools.
• Liaise with third‑party vendors to coordinate component or unit replacement.
• Support Virtual Desktop Interfaces at the endpoint level.
• Conduct new starter onboarding and induction.
• Provide Smart Hands support for network devices such as switches, routers, tape libraries, servers and UPS.
• Perform technical diagnosis and incident resolution for all endpoint devices.
• Conduct routine health checks, share reports with the client, and seek OEM support under warranty agreements.
• Execute physical asset audits and keep the asset management tool up to date.
• Communicate effectively with end users throughout service disruptions and provide regular updates.
• Participate in monthly vulnerability management forums with EUC, server and network teams.
• Be available for on‑call support during critical outages, VIP incidents and Smart Hands requests.

Required profile

• Capable and motivated professional with a strong focus on delivering reliable desktop support.
• Willingness to provide on‑call and VIP support as needed.
• Effective communication skills for interacting with end users and stakeholders.
• Experience managing the full lifecycle of desktop devices, including onboarding, maintenance and retirement.
• Ability to work collaboratively with vendors and internal teams.

Required skills

• Hardware and software troubleshooting.
• IMAC processes.
• SCCM (System Center Configuration Manager).
• Patch Management.
• Antivirus management.
• Windows imaging and deployment.
• Virtual Desktop Interface (VDI) support.
• Smart Hands support for network equipment.
• Remote management tools.
• Asset Management tools.
• Network device support (switches, routers, tape libraries, servers, UPS).
• Printer installation and configuration.
• Vendor coordination.