Senior Desktop Support Engineer

About the role

We are looking for a Senior Desktop Support Engineer to be the first point of contact for end‑users, delivering prompt, high‑quality assistance for hardware, software and connectivity issues. The role involves logging and triaging tickets, providing first‑level support for common business applications and ensuring a smooth onboarding experience for new employees.

Key responsibilities

• Receive and respond to user requests via phone, email, chat or ticketing system.
• Log, categorize and prioritize incidents and service requests in the ITSM tool.
• Troubleshoot hardware, software, operating system and network problems on desktops, laptops and mobile devices.
• Support Microsoft 365, Google Workspace and printer/peripheral issues.
• Perform user account administration, including password resets and access provisioning in Active Directory/Azure AD.
• Escalate unresolved tickets to Level 2/3 teams with clear documentation.
• Configure and image new workstations, laptops and peripherals for onboarding.
• Maintain the IT asset inventory and update hardware/software assignments.
• Create and update knowledge‑base articles, FAQs and troubleshooting guides.

Required profile

• Customer‑focused attitude with strong communication skills.
• Experience providing first‑line IT help‑desk support in a corporate environment.
• Ability to follow standard operating procedures and meet SLA targets.
• Attention to detail when documenting incidents and solutions.

Required skills

• Hardware troubleshooting (desktops, laptops, mobile devices).
• Software troubleshooting and operating system support (Windows, macOS).
• Microsoft 365 and Google Workspace administration.
• Printer and peripheral support.
• Active Directory and Azure AD user management.
• ITSM ticketing tools for incident logging and tracking.
• Imaging and deployment procedures for workstations.
• IT asset inventory management.
• Knowledge‑base authoring.