Desktop Support Technician

About the role

We are looking for a customer‑focused Desktop Support Technician to provide onsite second‑line support for end‑users and assist network and compute teams with hands‑on troubleshooting and installations.

Key responsibilities

• Install, configure, upgrade and troubleshoot Windows 10/11 and macOS desktops, laptops, printers, mobile devices and video‑conferencing equipment.
• Respond to incidents and service requests, perform hardware diagnostics, repairs and preventive maintenance, and own tickets through resolution.
• Provide “Hands & Eyes” support for network devices, servers and rack‑and‑stack activities, following SME instructions.
• Log and maintain incident records in ServiceNow, create knowledge‑base articles and contribute to service reporting.
• Deliver excellent customer service, communicate clearly with technical and non‑technical users, and manage multiple priorities.

Required profile

• 2‑4 years of experience in desktop, field or end‑user computing support within an enterprise environment.
• Strong analytical and problem‑solving abilities, with attention to detail and accurate documentation.
• Ability to work independently, adapt to changing priorities and maintain a professional customer‑facing demeanor.

Required skills

• Windows 10/11 administration and support
• macOS administration and support
• Microsoft Office, Outlook and Microsoft 365 applications
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Active Directory and domain environments
• Virtual Desktop and virtualized environments
• Mobile Device Management platforms for iPhone and Android
• ServiceNow or equivalent ITSM platform
• ITIL‑aligned incident, request and change management processes