Desktop Engineer

Summary of Role

The IT Support Technician is responsible for providing first- and second-line technical support to end users, ensuring the smooth operation of desktop, laptop, printer, mobile device, and network-related services. The role focuses on delivering excellent customer service, resolving technical issues efficiently, and supporting IT infrastructure in accordance with established ITIL processes and service standards.

Key Responsibilities

• Install, configure, maintain, and troubleshoot Windows 10 and Windows 11 operating systems.
• Provide support for Microsoft Office and Microsoft 365 applications.
• Perform Active Directory administration, including:
• Password resets
• Account unlocks
• Group membership management
• Install, configure, and support business applications and software packages.
• Provide basic mobile device support for iOS and Android devices.
• Deliver remote support using tools such as TeamViewer, Quick Assist, or similar technologies.
• Maintain and manage IT assets, inventory records, and equipment lifecycle processes.

Network & Connectivity Support

• Troubleshoot network connectivity issues, including:
• TCP/IP
• DNS
• DHCP
• VPN connectivity
• Wi-Fi access and performance

Service Desk & Incident Management

• Log, track, update, and resolve incidents and service requests through the organization's ticketing system.
• Work with ticketing platforms such as ServiceNow, Remedy, Jira Service Management, Freshservice, or similar systems.
• Ensure all incidents are resolved within agreed service levels and documented appropriately.
• Contribute to knowledge base articles and technical documentation.

Customer Support

• Provide professional, courteous, and customer-focused IT support.
• Deliver end-user training and guidance on applications, devices, and best practices.
• Communicate technical information effectively to non-technical users.
• Support users both remotely and onsite as required.

Required Technical Skills

• Windows 10/11 installation, configuration, and troubleshooting.
• Microsoft Office and Microsoft 365 support.
• Active Directory user administration.
• Desktop, laptop, printer, and peripheral support.
• Hardware troubleshooting and component replacement.
• Software installation and configuration.
• Network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Remote support tools (e.g., TeamViewer, Quick Assist).
• IT asset management and inventory control.
• Basic mobile device support (iOS and Android).
• Experience using ITSM/ticketing systems such as:
• ServiceNow
• Remedy
• Jira Service Management
• Freshservice

Customer Service Skills

• Excellent customer service and communication skills.
• Strong incident management and resolution capabilities.
• Ability to provide end-user training and support.
• Strong problem-solving and analytical thinking skills.
• Ability to work effectively under pressure.
• Professional onsite support and customer engagement skills.

Workplace Skills

• Strong time-management and organizational skills.
• High attention to detail.
• Ability to work collaboratively within a team environment.
• Experience maintaining technical documentation and knowledge articles.
• Understanding of ITIL-based service management processes.
• Adaptability and flexibility in dynamic work environments.

Qualifications

• Matric and a Diploma, Certificate, or Degree in Information Technology, Computer Science, or a related field.
• Minimum 2–3 years of experience in an IT Support, Service Desk, or Desktop Support environment.
• Experience supporting enterprise users and business applications.
• ITIL Foundation certification will be advantageous.
• Microsoft certifications will be advantageous.

Key Success Measures

• High first-time resolution rate.
• Strong customer satisfaction scores.
• Adherence to SLA targets.
• Accurate asset and documentation management.
• Effective teamwork and continuous service improvement contributions.