Desktop/ IT Support Engineer

Key Responsibilities

• Provide onsite and remote technical support to end users for desktop, laptop, software, and peripheral-related issues.

• Diagnose, troubleshoot, and resolve hardware and software incidents within agreed Service Level Agreements (SLAs).

• Log, track, update, and manage incidents and service requests through the IT ticketing system.

• Escalate complex or unresolved technical issues to the appropriate support teams or vendors.

• Perform desktop and laptop imaging, re-imaging, installation, and configuration.

• Assist with IT equipment deployment, replacement, upgrades, and technology refresh activities.

• Support Microsoft Windows 10/11 and Microsoft Office 365 applications.

• Perform IT asset inventory checks and maintain accurate asset records.

• Prepare and update technical documentation, work instructions, and standard operating procedures.

• Ensure compliance with IT security policies, operational guidelines, and established procedures.

• Provide IT support across different customer sites and locations as required.

• Participate in rotational shifts, standby duties, and extended support coverage when necessary.

Requirements

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or a related discipline.

• At least 1 year of experience in desktop support, IT helpdesk, or end-user technical support.

• Hands-on experience supporting Microsoft Windows 10/11 and Microsoft Office 365.

• Good knowledge of desktop computers, laptops, printers, and other IT peripherals.

• Familiarity with IT ticketing systems and IT Service Management (ITSM) processes.

• Basic understanding of networking concepts and troubleshooting.

• Experience with remote support tools will be an added advantage.

Skills & Competencies

• Good verbal and written communication skills in English.

• Strong customer service and interpersonal skills.

• Good problem-solving and troubleshooting abilities.

• Ability to manage multiple tasks and prioritize incidents effectively.

• Strong coordination and organizational skills.

• Ability to work independently as well as collaboratively within a team.

• Customer-oriented mindset with a willingness to learn and adapt.