Senior Desktop Engineer

Responsibilities:

• Provide first-line and second-line technical support to end-users for IT products and applications.
• Diagnose, troubleshoot, and resolve technical hardware and software issues, escalating complex problems to higher-tier support or relevant development teams when necessary.
• Guide users through step-by-step solutions, clearly explaining technical concepts in an understandable manner.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system to maintain a comprehensive knowledge base.
• Contribute to the creation and maintenance of support documentation, FAQs, and user guides to empower self-service.
• Identify recurring technical issues and trends, providing feedback to product development and engineering teams for continuous improvement.
• Participate in testing new product features or updates to ensure readiness for user adoption.
• Maintain a high level of customer satisfaction through professional, empathetic, and efficient support.
• Adhere to IT support best practices, service level agreements (SLAs), and security policies.

Qualifications and Requirements:

• Bachelor’s degree in information technology, computer science, or a related field; or equivalent practical experience.
• Proficient in writing SQL queries using Microsoft SQL Server.
• 2 years of experience in IT support, technical support, help desk, or a similar customer-facing technical role.

Technical Skills:

• Strong proficiency in troubleshooting hardware (e.g., desktops, laptops, peripherals) and software (e.g., operating systems, common business applications).
• Familiarity with network fundamentals.
• Experience with ticketing systems and remote support tools.

Soft Skills:

• Excellent verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong problem-solving and analytical abilities.
• Customer-focused with a patient and empathetic approach.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational skills and attention to detail.