Associate Engineer Desktop Support

Key Responsibilities

• Lead and manage the desktop support/helpdesk team.
• Provide L2/L3 technical support for Windows desktops laptops printers peripherals and mobile devices.
• Troubleshoot hardware software network VPN Microsoft 365 Active Directory and endpoint issues.
• Manage user accounts permissions group policies and device configurations.
• Monitor and maintain IT assets inventory and endpoint compliance.
• Handle escalations and ensure incidents/requests meet SLA targets.
• Coordinate with infrastructure network security and application teams.
• Create and maintain SOPs knowledge-base articles and technical documentation.
• Track team performance ticket volumes SLA/KPI compliance and recurring issues.
• Support IT audits security policies patching antivirus/EDR and endpoint management.
• Train and mentor desktop support engineers.
• Participate in IT projects migrations upgrades and rollout activities.

Required Skills

• Windows 10/11 administration and troubleshooting
• Active Directory Group Policy DNS/DHCP basics
• Microsoft 365 / Office 365
• SCCM/Intune or other endpoint-management tools
• ITSM/ticketing tools such as ServiceNow
• Hardware and peripheral troubleshooting
• Networking fundamentals: TCP/IP LAN Wi-Fi VPN
• ITIL and incident/problem management
• Strong leadership communication and customer-service skills

Preferred Certifications

• ITIL Foundation
• Microsoft certifications
• CompTIA A/Network
• Relevant endpoint-management certifications

KPIs

• SLA compliance
• First-call/first-contact resolution
• Ticket backlog and resolution time
• User satisfaction
• Endpoint compliance
• Team productivity and escalation rate

Required Experience:

Manager