Desktop Support Engineer

Job Responsibilities1. Technical Support and TroubleshootingPerform Level 2 troubleshooting, support, and incident management for user computers, mobile phones (iPhone & iPad), accessories, and related technical infrastructure per the client's SLA.Provide technical support for desktop/laptop PCs, mobile phones, printers (SFP/MFP/Label Printer/Barcode Scanners), monitors, server/network equipment, and other hardware in both office and manufacturing environments.Reproduce, diagnose, and analyze problems reported by end-users and formulate solutions to resolve the issues.Provide training and guidance to users to resolve technical difficulties and share operational tips for optimal computer usage.Maintain a comprehensive log of problems and solutions for use by other Desktop Support personnel.Support incoming incidents and requests via phone, chat, email, or ticket submissions from end-users.2. Collaboration and Ticket ManagementCoordinate with Level 1 Helpdesk engineers to ensure ticket resolutions within SLA timelines.Provide regular updates to the IT project team and client. Attend and present in meetings as required.Create and escalate tickets to relevant local and global teams as needed.3. Hardware and Asset ManagementManage IT hardware assets, including installation, relocation, upgrades, disposal, and removal of equipment.Update and maintain detailed information for each IT device in the client's hardware management web application.Ensure safe storage, accurate labelling, and proper recording of IT equipment and devices.Coordinate hardware reception, storage, and delivery processes.4. AV/Conference Room SupportOperate and conduct weekly or biweekly testing of AV and integrated conference room systems.Perform routine diagnostics and troubleshooting for conference room equipment (projectors, microphones, speakers, amplifiers, cameras, and displays).Conduct preventative maintenance to address issues or escalate to appropriate managers, vendors, or manufacturers.Troubleshoot AV/UC issues during both emergency and non-critical situations.Assist with company meetings and events, ensuring AV systems and conferencing spaces are fully prepared and functional.5. Networking and System SupportPerform basic configuration and commissioning of routers and switches.Conduct network cable testing, hardware reboots, inventory audits, and rack and stack operations.Provide "smart hands" support for the global network team, including configuration of network/analog telephone/video conference/printer devices (pre-configuration, shipping, peripheral setup, and console access).Perform physical racking, cabling, and decommissioning tasks if third-party vendors are unavailable.6. Training and PresentationsCreate and host presentations for user IT training (subject to further discussion post-onboarding).7. Ad-hoc and Out-of-Hours SupportPerform ad-hoc technical tasks, including working during holidays and outside regular business hours as required.