Desktop Support Engineer

Desktop Support Engineer

Role Overview

We are seeking experienced Desktop Support Engineers to provide L2 End User Computing (EUC) and desktop support across enterprise environments. The ideal candidates will have strong hands-on experience supporting Windows desktops and laptops Microsoft 365 applications VDI technologies network connectivity enterprise peripherals and IT service management processes.

The role requires excellent troubleshooting and customer-service skills with the ability to work independently and collaboratively in a shift-based or 24x7 support environment.

Top 3 Required Skills

1. Windows Desktop & Laptop Support L2

• Troubleshoot Windows operating system hardware software and performance issues.
  
• Resolve user profile login configuration and desktop-related issues.
  
• Provide hands-on and remote support for enterprise Windows endpoints.
  

2. Microsoft 365 & End User Computing (EUC) Support

• Provide support for Outlook Microsoft Teams OneDrive and SharePoint.
  
• Troubleshoot printers scanners smart cards and other enterprise peripherals.
  
• Support end users across corporate and branch locations.
  

3. VDI & Network Troubleshooting

• Troubleshoot Citrix Azure Virtual Desktop (AVD) and VMware environments.
  
• Resolve VDI login session profile and performance issues.
  
• Troubleshoot VPN Wi-Fi LAN connectivity and other basic network-related issues.
  
• Provide effective remote support to distributed users.
  

Top 3 Preferred Skills

• Experience with Lakeside SysTrack or similar endpoint monitoring and Digital Experience Management (DEM) tools.
  
• Experience supporting enterprise or regulated environments with strong adherence to security and compliance requirements.
  
• Hands-on experience with ServiceNow incident management SLA adherence escalation processes and 24x7 support operations.
  

Key Qualifications

• 35 years of Desktop Support / End User Computing (EUC) experience.
  
• Strong L2 experience supporting Windows desktops and laptops.
  
• Experience troubleshooting operating system performance hardware software and user-profile issues.
  
• Experience providing remote support for Microsoft 365 applications including Outlook Teams OneDrive and SharePoint.
  
• Hands-on experience troubleshooting Citrix AVD and/or VMware VDI environments.
  
• Experience resolving VPN Wi-Fi LAN and basic network connectivity issues.
  
• Experience supporting printers scanners smart cards and enterprise peripherals.
  
• Experience using Lakeside SysTrack for endpoint monitoring proactive issue identification and automation insights is preferred.
  
• Experience providing EUC support in banking/financial services or other regulated environments is highly preferred.
  
• Experience supporting branch users and ATM-related desktop/peripheral environments is an advantage.
  
• Strong understanding of security and compliance practices in enterprise environments.
  
• Hands-on experience with ServiceNow and IT incident/request management.
  
• Ability to meet SLAs follow escalation procedures and prioritize incidents effectively.
  
• Strong troubleshooting analytical communication and customer-service skills.
  
• Ability to work independently as well as collaborate with cross-functional teams.
  
• Willingness and ability to work in shift-based and/or 24x7 support environments.
  

Education Requirements

• Bachelors Degree or Diploma in:
  
• Computer Science
  
• Information Technology
  
• Information Systems
  
• or a related technical field
  

Preferred Certifications

• Microsoft Certified: Endpoint Administrator (MD-102)
  
• Microsoft 365 Certified: Fundamentals (MS-900)
  
• ITIL Foundation
  
• CompTIA A
  
• CompTIA Network
  

Core Technology Environment