Desktop Support Engineer (Windows & Mac)

About the role

The Desktop Support Engineer will deliver day‑to‑day local and remote desktop assistance, handling inbound calls, troubleshooting hardware, software and application issues, and documenting resolutions in our ticketing system. The role ensures consistent service across all shifts of the IT Support Centre.

Key responsibilities

• Provide first‑ and second‑level support for Windows and Mac desktop environments.
• Install, upgrade, and troubleshoot operating systems (XP, Windows 7/8.1/10) and Microsoft Office applications.
• Support peripheral devices such as printers and other authorized hardware.
• Use diagnostic tools to resolve network connectivity and workstation hardware/software problems.
• Collaborate with vendors to remediate complex AV issues.
• Maintain accurate ticket updates and communicate status to customers.
• Perform preventative maintenance and remedial repairs on desktops, laptops, and peripherals.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• 2‑3 years of hands‑on Windows desktop support experience.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• Strong analytical, troubleshooting and multi‑tasking abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergencies.

Required skills

• Windows XP, 7, 8.1, 10
• Microsoft Office 2010, Office 365
• Cisco Jabber
• Basic macOS support
• Active Directory, Group Policy Objects (GPO)
• PC hardware installation and troubleshooting
• Enterprise anti‑virus solutions
• Helpdesk ticketing systems
• Mobile device management (iOS, Android)
• Enterprise encryption solutions
• CompTIA A+ certification
• Microsoft Certified Professional (MCP)