Deskside Support Engineer

About the role

We are looking for a Deskside Support Engineer to provide on‑site technical assistance to end users. The role involves troubleshooting hardware, software and connectivity issues, managing device lifecycles and supporting Microsoft 365 collaboration tools.

Key responsibilities

• Deliver on‑site deskside support for hardware, software, operating systems, peripherals, printers, mobile devices and network connectivity.
• Own incidents and service requests from logging through resolution, maintaining accurate ticket updates and SLA‑aligned follow‑up.
• Install, configure, image, deploy, validate, repair, replace and decommission laptops, desktops, mobile devices and related equipment.
• Support onboarding and offboarding activities, including device setup, account provisioning and hot‑swap replacements.
• Troubleshoot Microsoft 365 applications, collaboration tools, remote‑access solutions, conferencing systems and AV equipment.
• Coordinate with service desk, infrastructure, network teams, third‑party vendors and client support to resolve technical issues.
• Provide Smart Hands support for server, storage, network and cloud infrastructure tasks.
• Maintain IT documentation, SOPs, knowledge articles, inventory records and equipment details.
• Assist with software patching, hardware upgrades, device compliance, VPN configuration and approved application deployment.
• Participate in local IT projects, technology refreshes, business continuity planning and live‑event support.

Required profile

• Experience in deskside, field or desktop support for end‑user technology.
• Strong knowledge of Windows operating systems, device imaging, hardware troubleshooting and peripheral support.
• Hands‑on experience with Microsoft 365, Exchange, Intune, Office, Adobe Creative Cloud and Teams.
• Familiarity with Active Directory, VPN, network connectivity troubleshooting and basic networking concepts.
• Proficiency with an ITSM/ticketing tool such as ServiceNow.
• Understanding of SLA‑driven support and ITIL‑based service delivery.
• Excellent communication skills in English, both spoken and written.

Required skills

• Windows operating systems
• Device imaging and deployment
• Hardware and peripheral troubleshooting
• Microsoft 365 (Exchange, Intune, Office, Teams)
• Adobe Creative Cloud
• Active Directory
• VPN configuration
• Network connectivity troubleshooting
• Networking fundamentals
• Endpoint access configuration
• ServiceNow (or similar ITSM tool)
• ITIL service management
• Windows Server basics
• Cisco Meraki devices, switches, routers, access points