Desktop Support Engineer

Role OverviewProvide Level 2 End User Computing (EUC) support to users across designated office locations. The engineer will be responsible for onsite technical support, troubleshooting end-user devices, software, connectivity, and related IT services. The role may also involve supporting users while travelling across different sites.Key ResponsibilitiesProvide Level 2 technical support for desktops, laptops, peripherals, applications, and other end-user devices.Diagnose and resolve hardware, software, operating system, and connectivity-related issues.Support VIP and executive users with professional, responsive, and discreet onsite assistance.Perform hardware replacement, device swaps, and break-fix activities where required.Provide user guidance, installation assistance, and "how-to" support.Troubleshoot basic LAN, WAN, and WLAN connectivity issues.Support file, print, enterprise applications, remote access, and other common IT services.Support meeting rooms, video conferencing, and other audio-visual facilities.Perform device refresh, IMAC (Install, Move, Add, Change), deployment, and decommissioning activities.Configure BIOS, hardware, operating systems, drivers, applications, encryption, VPN, authentication, and network connectivity.Install approved software patches and hardware upgrades in line with security and compliance requirements.Coordinate with OEMs and third-party vendors for imaging, shipment, warranty replacement, and break-fix services.Maintain and update asset records following hardware or software changes.Manage loaner laptops and other IT equipment where required.Support employee onboarding and offboarding, including device and application setup/removal.Maintain accurate service tickets and escalate complex issues when necessary.Support project deployments and technical activities as required.Provide onsite support for events, meeting rooms, and AV equipment.Ensure all activities comply with approved security, data protection, retention, and change-management procedures.RequirementsProven experience in Level 2 End User Computing / Desktop Support.Strong troubleshooting and problem-solving skills across hardware, software, operating systems, applications, and peripherals.Hands-on experience supporting Microsoft Windows and Apple macOS environments.Experience working with Active Directory and domain environments, including user/computer accounts, permissions, authentication, and domain connectivity.Good knowledge of LAN, WAN, WLAN, VPN, remote access, and network connectivity troubleshooting.Experience with device deployment, refresh, IMAC, imaging, configuration, and hardware replacement.Experience providing VIP / Executive Support in an onsite environment.Knowledge of encryption, authentication, security controls, and data protection procedures.Experience with ticketing systems and incident/request management.Good communication and customer-service skills.Proficiency in English and the applicable local language.Ability to provide onsite support across designated locations.Valid driving licence where required by the role.Preferred ExperienceExperience supporting enterprise IT environments.Experience coordinating with OEMs, vendors, and third-party service providers.Experience supporting meeting rooms, video conferencing, and AV equipment.Experience with asset management and IT equipment lifecycle activities.Experience supporting employee onboarding and offboarding.