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
- Experience with LAN/WAN/VLAN networks and Windows/Linux server environments
- Strong knowledge of TCP/IP, DNS, DHCP, VLANs, OSPF, and IT systems (IAM, ITSM, UEM, SIEM)
- Familiar with cloud (AWS, Azure) and virtualization (VMware, Hyper-V, KVM)
- Skilled in NAS/SAN management (iSCSI, NFS, SMB)
- Experience with security tools (firewalls, SIEM, endpoint protection)
- Scripting/automation skills (PowerShell, Bash, Python)
- Relevant certifications (CCNA, CompTIA, Microsoft) are a plus
- Strong problem-solving and analytical skills