Deskside Support Engineer

Responsibilities

• Provide onsite deskside support for end users, including hardware, software, operating system, peripheral, printer, mobile device, and connectivity troubleshooting

• Own incidents and service requests from logging through resolution, ensuring accurate ticket updates, user communication, and SLA-aligned follow-up

• Install, configure, image, deploy, validate, repair, replace, and decommission laptops, desktops, mobile devices, applications, drivers, and related end-user equipment

• Support onboarding and offboarding activities, including device setup, account provisioning support, appointment-based onsite assistance, and hot swap replacement devices when required

• Troubleshoot Microsoft 365 applications, collaboration tools, remote access solutions, conferencing systems, meeting room panels, audio-visual equipment, and video conferencing suites

• Coordinate with service desk, infrastructure, network, cross-functional IT teams, third-party vendors, and client support organizations to resolve technical issues

• Provide Smart Hands support for infrastructure activities, including server, storage, network equipment, cloud service, network, compute, and vendor-assisted support tasks

• Maintain IT documentation, SOPs, knowledge articles, monitoring updates, inventory records, customer location survey information, and equipment details

• Support software patching, hardware upgrades, device compliance configuration, access management software setup, VPN configuration, and approved application deployment

• Participate in local IT projects, lifecycle management, technology refresh, business continuity, live event support, and meeting room setup activities as required

Qualifications and Skills

• Experience in deskside support, field services, onsite support, desktop support, or end-user technology support

• Good knowledge of Windows operating systems, desktop troubleshooting, device imaging, Windows upgrades, hardware troubleshooting, and peripheral support

• Experience supporting Microsoft 365 applications and collaboration tools, with familiarity in Exchange, Intune, Microsoft Office, Adobe Creative Cloud, Teams, or similar user productivity applications where applicable

• Familiarity with Active Directory, VPN, network connectivity troubleshooting, networking fundamentals, and endpoint access configuration

• Experience using an IT service management or ticketing tool such as ServiceNow or a similar platform

• Understanding of SLA-driven support, ITIL-based service delivery, incident handling, escalation, documentation, and prioritization based on business impact

• Strong communication skills, customer service mindset, attention to detail, ownership, accountability, and ability to work under pressure

• Good spoken and written English

Candidates with exposure to one or more of the following technologies or environments will have an advantage:

• Knowledge of Windows Server solutions or roles, switches, routers, access points, servers, Cisco Meraki devices, or basic infrastructure support

• Experience with Microsoft Intune, SCCM patching, endpoint software deployment, encryption, authentication, VPN configuration, or access management software

• Experience supporting VDI or Citrix virtual desktop environments

• Experience supporting meeting rooms, video conferencing, telepresence, audio-visual equipment, live events, VIP support, or walk-up support services

• Exposure to RF guns, barcode scanners, label printers, networked printers, MFDs, mobile devices, or other specialized workplace technology

• Knowledge of Amazon Web Services, local vendor coordination, asset decommissioning, equipment surveys, inventory, SOP creation, or knowledge article creation

• Exposure to logistics, BFSI, asset management, or enterprise corporate environments

• Willingness to travel between hub and spoke sites or support nearby client locations where required

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