Desktop Support Engineer

KEY RESPONSIBILITIES

  • Independently troubleshoot and resolve onsite IT incidents and service requests.
  • Provide professional, responsive, and high-quality VIP user support.
  • Deliver end-to-end support for Digital Bar / Walk-in Centres, including quick fixes and device swaps.
  • Support Boutique IT environments and applications.
  • Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
  • Provide meeting room and AV support, including Microsoft Teams, Zoom, and other vendor equipment.
  • Act as a hands-and-eyes support for server and network teams when required.
  • Manage printer and MFP support, including coordination with remote support teams and external vendors.
  • Support PC refresh and hardware replacement activities, including:
  • Device staging and testing
  • Device deployment and replacement
  • Planning and end-user communication
  • Data migration support, where applicable
  • Decommissioning and return of old devices
  • Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.
  • Maintain and manage local IT stock and inventory.
  • Record tickets for all activities performed during routine onsite support operations.
  • Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs.
  • Promote remote resolution where possible to reduce unnecessary onsite dispatches.
  • Educate users on available self-help options and remote support tools.
  • Identify opportunities for automation and process optimization.
  • Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.
  • Support local IT projects, initiatives, and infrastructure activities.
  • Handle technical escalations and coordinate with relevant support teams.
  • Conduct end-user training and new-user induction sessions.
  • Work closely with internal teams, vendors, and stakeholders to ensure timely resolution of technical issues.



REQUIRED SKILLS AND EXPERIENCE

  • Proven experience in Desktop Support / IT Support / End User Computing.
  • Strong troubleshooting and client-side incident resolution skills.
  • Experience providing VIP / executive user support.
  • Good knowledge of:
  • Microsoft Windows
  • macOS
  • Microsoft Office 365
  • ITSM tools and processes
  • Workplace applications and support tools
  • Experience with hardware, peripherals, printers, and workplace technologies.
  • Knowledge of Hardware Asset Management (HAM) processes.
  • Basic understanding of LAN/WAN technologies and server room equipment.
  • Ability to prioritize tasks and manage multiple incidents and requests simultaneously.
  • Strong customer-facing, interpersonal, and communication skills.
  • Ability to work effectively with remote support teams, infrastructure teams, vendors, and end users.
  • Fluent in English and the local language.
  • Knowledge of ITIL processes is preferred.
  • Strong focus on customer service, SLA adherence, documentation, and process compliance.


KEY COMPETENCIES

  • Excellent problem-solving and troubleshooting abilities
  • Customer-focused approach
  • Strong communication and interpersonal skills
  • Ability to work independently and take ownership of issues
  • Ability to work under pressure and manage competing priorities
  • Attention to detail in ticketing, CMDB, and asset management
  • Team collaboration and stakeholder management
  • Proactive approach to identifying improvements and automation opportunities


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