IT Support Engineer

Role Overview

The Desktop Support Engineer / Desktop Technician is responsible for providing high-quality onsite and remote technical support to end users within an enterprise IT environment.

The role provides day-to-day support for desktop computers, laptops, mobile devices, operating systems, business applications, printers, collaboration tools, video conferencing systems, network connectivity and remote-access technologies.

The engineer will receive and respond to support requests through telephone calls, email, service tickets and dispatched onsite requests. Responsibilities include diagnosing and resolving hardware, software and application issues, documenting troubleshooting activities, escalating incidents where appropriate, and ensuring that all requests are progressed and resolved within agreed Service Level Agreements (SLAs).

The successful candidate will act as an important interface between the customer, Service Desk and specialist resolver teams. The role requires strong technical capability, professional customer engagement, clear communication, personal accountability and a strong focus on customer satisfaction.

Where required, the engineer will also provide Tech Bar and concierge-style support, ensuring users receive a professional, friendly and efficient end-to-end support experience.

Key Responsibilities

Duties shall include, but are not limited to:

• Provide daily onsite and remote desktop and end-user technical support.

• Diagnose, troubleshoot and resolve desktop, laptop, printer, peripheral, operating system, software and application issues.

• Respond to telephone calls, emails, service tickets and dispatched technical-support requests.

• Record, classify, update and resolve incidents and service requests accurately within the approved IT Service Management/ticketing system.

• Document troubleshooting activities, actions taken, resolutions, workarounds and relevant technical evidence.

• Track incidents and service requests through to resolution, ensuring agreed SLA targets are achieved.

• Communicate progress, expected resolution times and service-impact information clearly to users.

• Escalate unresolved or complex incidents to appropriate resolver groups while maintaining ownership and coordinating progress.

• Act as a primary customer-facing interface for desktop and end-user support issues.

• Liaise with Service Desk, Network, Infrastructure, Data Centre, Security, Application and other resolver teams where required.

• Install, configure, maintain, repair and upgrade desktop equipment, laptops, peripherals and associated infrastructure.