JOB OBJECTIVE
The Desktop & Support Engineer is responsible for ensuring the seamless operation of our IT infrastructure and deliver high-quality technical support to internal stakeholders. This role will involve collaborating with cross-functional teams to resolve technical issues, optimize desktop environments, and contribute to the continuous improvement of our support processes.
RESPONSIBILITIES AND DUTIES
- Oversee the onboarding and offboarding of users, including the configuration and deployment of hardware and software.
- Provide first-line technical support to end-users, resolving issues efficiently and effectively.
- Maintain and optimize Windows and Linux desktop environments, ensuring alignment with organizational standards and compliance requirements.
- Collaborate with IT teams to escalate and resolve complex technical challenges, leveraging troubleshooting tools and methodologies.
- Document processes, incident resolutions, and knowledge-sharing materials to enhance support workflows and operational efficiency.
SKILLS
- Attention to detail
- Good planning skills
- Ability to multi-task
- Ability to work under pressure
- Customer oriented
- Teamwork and Collaboration
- Strong communication skills, both written and verbal
- Great active listening skills
- Able to work under pressure
- Problem-solving & root cause analysis
- Ability to work independently and in teams
QUALIFICATIONS & EXPERIENCE
- Proven experience in configuring and managing network infrastructure (LAN, WAN, VLAN) and server environments (Windows, Linux, hybrid).
- Strong understanding of network protocols (TCP/IP, DNS, DHCP, VLANs, OSPF) and server technologies (IAM, ITSM, UEM and SIEM).
- Familiarity with cloud platforms (AWS, Azure, or hybrid models) and experience with virtualisation technologies (VMware, Hyper-V, XenServer or KVM).
- Proven experience in configuring, managing, and optimising NAS/SAN environments, including implementation of storage protocols such as iSCSI, NFS, and SMB.
- Demonstrated ability to implement and maintain security frameworks, including firewalls, SIEM, and endpoint protection solutions.
- Proficiency in scripting (PowerShell, Bash or Python) and/or automation tools to streamline operational tasks.
- Relevant certifications (e.g., CCNA, CompTIA Network+, Linux+, Server+ or Microsoft Certified: Server Administrator) are advantageous.
- Strong analytical and problem-solving skills, with a focus on delivering reliable, secure, and scalable IT solutions.