Deskside Support Engineer

About the role

The Deskside Support Engineer provides on‑site technical assistance to end users, ensuring that computers, peripherals and related services are fully operational. This role combines hardware installation, software configuration, and first‑line troubleshooting across multiple office locations.

Key responsibilities

• Build, configure, and image PCs, laptops, and rugged devices; install operating systems (Windows 10, macOS) and required software.
• Set up applications such as Outlook, Wi‑Fi, VPN, backup solutions, and printer/fax/copier/RF‑gun equipment.
• Provide frontline customer support, diagnosing and resolving hardware and software issues.
• Receive, stock, ship, and install hardware assets, maintaining accurate CMDB/AMDB records.
• Perform smart‑hands support for infrastructure devices and assist L2/L3 teams with network connectivity problems.
• Coordinate with OEM vendors for hardware warranty and repair cases.
• Create and maintain documentation, knowledge‑base articles, and process guides.
• Adhere to SLAs and ITIL processes, logging tickets in ServiceNow or BMC Remedy.

Required profile

• Minimum 5 years of hands‑on deskside or onsite IT support experience.
• Strong customer‑service orientation with excellent verbal and written communication.
• Ability to travel between sites as required.

Required skills

• Windows 10 and macOS installation and troubleshooting.
• Microsoft SCCM, Autopilot, and Intune deployment.
• Active Directory, Azure AD, Exchange mailboxes, and distribution lists.
• Office 365 suite (Outlook, Word, Excel, PowerPoint).
• iOS, Android OS, and rugged tablet support.
• Hardware repair for desktops, laptops, printers, copiers, and handheld devices.
• VPN, Wi‑Fi, and backup configuration.
• Remote desktop tools (SMS, Bomgar, WebEx, Live Meeting, Windows native tools).
• ITIL ticketing tools such as ServiceNow and BMC Remedy.