Overview
The Senior Desktop Support Engineer will provide hands-on IT support within a hybrid working environment, assisting staff with their technology needs across multiple sites. This role focuses on direct user interaction, offering guidance on using devices and software, troubleshooting, and resolving a variety of technical issues. The ideal candidate will have experience in a small or mid-sized business, effectively communicating complex concepts in simple terms while managing device and connectivity challenges.
Responsibilities
- Support users with IT-related issues in person, by phone, and through a ticketing system.
- Demonstrate device usage and troubleshoot issues, ensuring users can independently manage their technology.
- Set up, repair, and replace laptops, desktops, and mobile devices, and resolve printer and peripheral issues.
- Diagnose and fix network connectivity problems, both wired and wireless, for users.
- Create and manage user accounts and permissions within Microsoft 365 and Intune.
- Log and update tickets to maintain accurate records of support activities and resolutions.
- Write and maintain how-to guides for common user issues.
Requirements
- Minimum of 2 years experience in desktop support or IT support roles.
- Hands-on experience with troubleshooting laptops, desktops, and peripherals.
- Familiarity with Microsoft 365 user administration and device management in Intune.
- Basic understanding of networking concepts, including IP addressing and connectivity.
- Experience with Windows 10 and 11, and supporting users in a business environment.
- Ability to explain technical issues clearly to non-technical users.
- Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft 365 Fundamentals are desirable.