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.