Desktop Support Engineer
Desktop Support Engineer
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Job Description
Overview
We are seeking a reliable and experienced Freelance Desktop Support Engineer to provide on-demand technical support for desktop systems laptops mobile devices and related IT infrastructure. This role involves both remote and occasional on-site support including troubleshooting diagnostics system installations and user assistance across a range of environments.
The ideal candidate should have a proven track record of resolving technical issues independently providing excellent customer service and documenting work clearly in a ticketing system.
Provide remote or on-site support for Windows and macOS systems.
Respond to user requests via phone email or ticketing system.
Diagnose and troubleshoot hardware software printer and connectivity issues.
Perform system imaging OS installation (Windows 10/11) and setup.
Generate and maintain system hash files as required.
Support collaboration tools video conferencing remote access and mobile technologies.
Remove malware/viruses and perform regular maintenance tasks.
Receive document and temporarily store client-shipped devices (if warehouse support is part of the agreement).
Track work using a service ticketing system and maintain SLA commitments.
Provide basic training and guidance to users when needed.
Collaborate with remote IT teams or data centre/network infrastructure teams when escalations arise.
Strong knowledge of Windows 10/11 and macOS
Experience with Microsoft Office (Windows and Mac)
Proficiency with remote support tools: RDP VNC TeamViewer AnyDesk
Familiarity with diagnostic tools and malware removal utilities
Comfortable supporting laptops desktops printers and mobile devices
Basic networking knowledge (VPN IP DNS DHCP)
Strong communication and interpersonal skills
Ability to work independently and manage multiple tasks
Professional attitude with a focus on client satisfaction
Strong documentation habits and ticketing discipline
Work Type: Freelance (Monday- Friday)
Availability: On-call or scheduled (depending on client needs)
Tools: Must provide your own laptop remote tools and diagnostic utilities
Location: Primarily on-site visits depending on project
Requirements
Benefits
HK $150-160/hrWe are seeking a highly capable and customer-focused IT Support Specialist to join our End User Computing (EUC) team in Canada. This role requires a proactive professional who can deliver outstanding technical support through multiple channels while ensuring high user satisfaction especially for executive and VIP users. Note: Candidates must be legally authorized to work in Canada. Visa sponsorship is not available for this role. Key Responsibilities Monitor multiple intake channels (phone, email, Slack, ServiceNow) and respond swiftly to user support requests. Deliver deskside and remote support to employees and VIPs, troubleshooting and resolving issues efficiently. Install, configure, maintain, and repair computers, peripherals, and mobile devices (Windows/macOS). Image and deploy laptops/desktops and install authorized software packages. Log and track all incidents using ServiceNow or other ITSM systems, maintaining detailed documentation. Support AV/VC systems for conference rooms and streaming live meetings. Provide technical assistance in IT asset lifecycle processes, including IMAC and technology refreshes. Assist with depot operations: hardware replacement, setup, and shipment. Perform inventory control and asset tagging, ensuring compliance with asset management protocols. Support password resets, account access issues, and enterprise software usage. Maintain adherence to all data privacy, security, and confidentiality policies. Collaborate with cross-functional IT teams to enhance service delivery and user satisfaction.
Education
Bachelor s degree in Computer Science, Information Technology, or a related field. (Alternatively, 2+ additional years of relevant IT experience may be considered.) 3 to 5 years of experience in a Deskside Support role, including at least 3 years of face-to-face user support. 3+ years of hands-on support experience for both macOS and Windows platforms. Solid understanding of basic networking concepts including VLANs, DHCP, and DNS. Proficiency in using tools such as Active Directory, SCCM, J
Employment Type
Full Time
