Desktop Support Engineer

Desktop Support Engineer Work Model:

Hybrid – 2 Days per Week in Office Role Overview

We are seeking experienced

Desktop Support Engineers

to provide L2 End User Computing (EUC) and desktop support across enterprise environments. The ideal candidates will have strong hands‑on experience supporting Windows desktops and laptops, Microsoft 365 applications, VDI technologies, network connectivity, enterprise peripherals, and IT service management processes. The role requires excellent troubleshooting and customer‑service skills, with the ability to work independently and collaboratively in a shift‑based or 24x7 support environment. Top 3 Required Skills

1. Windows Desktop & Laptop Support – L2

Troubleshoot Windows operating system, hardware, software, and performance issues. Resolve user profile, login, configuration, and desktop‑related issues. Provide hands‑on and remote support for enterprise Windows endpoints. 2. Microsoft 365 & End User Computing (EUC) Support

Provide support for

Outlook, Microsoft Teams, OneDrive, and SharePoint . Troubleshoot printers, scanners, smart cards, and other enterprise peripherals. Support end users across corporate and branch locations. 3. VDI & Network Troubleshooting

Troubleshoot

Citrix, Azure Virtual Desktop (AVD), and VMware

environments. Resolve VDI login, session, profile, and performance issues. Troubleshoot

VPN, Wi‑Fi, LAN connectivity , and other basic network‑related issues. Provide effective remote support to distributed users. Top 3 Preferred Skills

Experience with

Lakeside SysTrack

or similar endpoint monitoring and Digital Experience Management (DEM) tools. Experience supporting

enterprise or regulated environments , with strong adherence to security and compliance requirements. Hands‑on experience with

ServiceNow , incident management, SLA adherence, escalation processes, and

24x7 support operations . Key Qualifications

3–5+ years

of Desktop Support / End User Computing (EUC) experience. Strong L2 experience supporting

Windows desktops and laptops . Experience troubleshooting operating system, performance, hardware, software, and user‑profile issues. Experience providing remote support for

Microsoft 365 applications , including Outlook, Teams, OneDrive, and SharePoint. Hands‑on experience troubleshooting

Citrix, AVD, and/or VMware VDI

environments. Experience resolving VPN, Wi‑Fi, LAN, and basic network connectivity issues. Experience supporting printers, scanners, smart cards, and enterprise peripherals. Experience using

Lakeside SysTrack

for endpoint monitoring, proactive issue identification, and automation insights is preferred. Experience providing EUC support in

banking/financial services or other regulated environments

is highly preferred. Experience supporting branch users and ATM‑related desktop/peripheral environments is an advantage. Strong understanding of security and compliance practices in enterprise environments. Hands‑on experience with

ServiceNow

and IT incident/request management. Ability to meet SLAs, follow escalation procedures, and prioritize incidents effectively. Strong troubleshooting, analytical, communication, and customer‑service skills. Ability to work independently as well as collaborate with cross‑functional teams. Willingness and ability to work in

shift‑based and/or 24x7 support environments . Education Requirements

Bachelor's Degree or Diploma in: Computer Science Information Technology Information Systems or a related technical field Preferred Certifications

Microsoft Certified: Endpoint Administrator (MD-102) Microsoft 365 Certified: Fundamentals (MS-900) ITIL Foundation CompTIA A+ CompTIA Network+ Core Technology Environment

Operating Systems:

Windows Desktop/Laptop Microsoft:

Microsoft 365, Outlook, Teams, OneDrive, SharePoint VDI:

Citrix, Azure Virtual Desktop (AVD), VMware Networking:

VPN, Wi‑Fi, LAN Monitoring:

Lakeside SysTrack / Endpoint Monitoring ITSM:

ServiceNow, Incident Management, SLA Management Peripherals:

Printers, Scanners, Smart Cards, Enterprise Devices Support Model:

L2 / EUC / Remote Support / Shift‑Based / 24x7

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