Desktop Support Engineer

Job Description

Desktop Support Engineer

Work Model: Hybrid – 2 Days per Week in Office

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

• 3–5+ 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

• Bachelor's 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

Operating Systems: Windows Desktop/Laptop

Microsoft: Microsoft 365, Outlook, Teams, OneDrive, SharePoint

VDI: Citrix, Azure Virtual Desktop (AVD), VMware

Networking: VPN, Wi-Fi, LAN

Monitoring: Lakeside SysTrack / Endpoint Monitoring

ITSM: ServiceNow, Incident Management, SLA Management

Peripherals: Printers, Scanners, Smart Cards, Enterprise Devices

Support Model: L2 / EUC / Remote Support / Shift-Based / 24x7