Service Desk Engineer

Position Overview

This role requires excellent problem-solving skills, customer service orientation, and a strong technical background.

• Provide onsite and remote technical support for end-users on Windows 10/11 desktops and laptops, ensuring minimal downtime.
• Support the client’s manufacturing environment
• Install, configure, troubleshoot, and upgrade Windows Server 2016/2019/2022 and Windows desktop environments.
• Support Active Directory (AD), including user and group management, GPOs, and authentication troubleshooting.
• Utilize administration tools such as SCCM, Intune, PowerShell, Event Viewer, and Performance Monitor for system maintenance and automation.
• Troubleshoot hardware issues (desktops, laptops, printers, peripherals) and coordinate with vendors for repairs when necessary.
• Provide support for Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and ensure seamless user experience.
• Manage and troubleshoot network connectivity issues, including TCP/IP, DNS, DHCP, and VPN configurations.
• Support remote access solutions such as RDP, Citrix, or VMware Horizon for end-users.
• Assist in patch management, software deployments, and security updates using SCCM or Intune.
• Maintain IT asset inventory, ensuring proper tracking and management of devices and software.
• Collaborate with the IT team to document incidents, solutions, and knowledge base articles.
• Follow ITIL-based service management processes, ensuring proper ticket handling and SLA compliance.

• 3+ years of experience in a similar deskside support or IT support role.
• Strong expertise in Windows 10/11, Windows Server 2016/2019/2022 administration.
• Proficiency in using administration tools such as SCCM, Intune, Active Directory, PowerShell, Event Viewer, and Group Policy.
• Hands-on experience in troubleshooting hardware, software, and networking issues.
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Knowledge of IT security best practices, including endpoint protection, access controls, and data security.
• Excellent problem-solving and communication skills, with a strong focus on customer service.
• Experience working in an ITIL-based service environment is a plus.
• Ability to prioritize and manage multiple tasks efficiently.

• This is an onsite role requiring face-to-face interaction with users.
• Some after-hours support may be required for critical incidents or scheduled maintenance.
• May involve occasional travel between office locations.