Summary
Seeking a self-motivated and customer-focused Desk Side Support Engineer to provide onsite IT support for end users. This role is responsible for troubleshooting hardware and software issues, managing IT assets, supporting workplace technologies, and ensuring a seamless end-user experience. The position requires collaboration with both local and global teams, strong technical expertise, excellent communication skills, and the ability to work in a fast-paced environment.
Responsibilities
- Provide onsite and remote IT support through phone, walk-in, and ticketing channels.
- Log, prioritize, track, and resolve incidents and service requests in accordance with IT service management processes.
- Monitor and manage support tickets to ensure timely resolution and closure.
- Diagnose and troubleshoot hardware, software, operating system, network, printing, and mobile device issues.
- Install, configure, maintain, upgrade, and support desktops, laptops, mobile devices, peripherals, and business applications.
- Escalate complex issues to appropriate Level 2 and Level 3 support teams when required.
- Deploy and image new devices using enterprise tools such as SCCM and ensure systems are updated with required drivers and patches.
- Manage IT asset inventory, including procurement, deployment, replacement, and disposal of equipment.
- Maintain loaner devices and support smartphone lifecycle management.
- Support office technologies including printers, scanners, barcode scanners, conference room equipment, telephony, and VoIP systems.
- Provide support for data center operations and assist other IT teams when required.
- Assist with hardware maintenance activities performed by third-party vendors and contractors.
- Support site relocations, office expansions, and company integration projects.
- Generate and maintain support metrics and documentation.
- Travel between local sites as required to provide onsite support.
Requirements
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 3 years of experience in Help Desk, Service Desk, or Desk Side Support roles.
- Strong experience supporting Windows and Mac operating systems.
- Experience supporting mobile platforms, including Android and iOS.
- Basic understanding of networking, printing services, and IT infrastructure support.
- Familiarity with ITSM tools and incident management processes.
- Experience with Active Directory, Group Policy, SCCM, system administration, or scripting is an advantage.
- Knowledge of hardware troubleshooting, device deployment, and asset management.
- Familiarity with office technologies such as printers, scanners, projection systems, telephony, and VoIP solutions.
- Experience with cleanroom protocols and procedures is preferred.
- Strong customer service and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work effectively with both technical and non-technical stakeholders.
- Strong teamwork, organizational, and time management skills.
- Self-driven, adaptable, and able to work independently in a dynamic environment.
- Ability to interact professionally with users at all levels, including senior management.
