Desktop Support Engineer (Band 2)Job SummaryWe are looking for 2 Desktop Support Engineers (Band 2) with 4–6+ years of experience in Deskside/Desktop Support, Windows OS, hardware break/fix, asset management, end-user support, ticket handling, and Microsoft 365/O365 support. English is required and Spanish is preferred.

Key Responsibilities

- Provide L2 Deskside / End User Support for enterprise users.
- Troubleshoot Windows 10/11, desktop/laptop, software, printer, peripheral, Wi-Fi, VPN, and connectivity issues.
- Perform hardware break/fix, replacement, installation, configuration, and troubleshooting.
- Support Microsoft 365/O365, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
- Perform user onboarding/offboarding, workstation setup, software installation, and configuration.
- Manage IT assets, including inventory, tagging, allocation, tracking, replacement, and decommissioning.
- Log, manage, troubleshoot, and resolve incidents, service requests, and tasks through ITSM/ticketing tools.
- Work according to SLA and ITIL processes, including Incident, Request, Change, and Problem Management.
- Maintain accurate ticket updates, asset records, and technical documentation.
- Escalate complex issues to L3, infrastructure, security, or application teams.
- Provide remote and on-site support and assist with PC/laptop refreshes, migrations,



and deployments.

Required Skills
- 4–6+ years of Desktop / Deskside / EUC Support experience.
- Strong knowledge of Windows 10/11 and Microsoft 365/O365.
- Hands-on hardware break/fix and troubleshooting experience.
- Knowledge of Active Directory, VPN, Wi-Fi, printers, peripherals, and basic networking.
- Experience with IT Asset Management and inventory.
- Experience with ServiceNow, BMC Remedy, HP Service Manager, Jira, or similar ITSM tools.
- Strong incident troubleshooting, SLA management, documentation, and customer-service skills.
- Ability to work independently and manage multiple tickets based on priority and business impact.

Language
- English: Required – good professional communication.
- Spanish: Preferred.

Preferred Certifications
- CompTIA A+
- Microsoft / Microsoft 365 certifications
- ITIL Foundation

Experience Requirement4–6+ years of relevant experience in Deskside Support, Windows OS, Hardware Break/Fix, Asset Management, End User Support, Ticket Management, Microsoft 365/O365, and ITIL-based operations. Core Skills: Windows | Microsoft 365/O365 | Hardware Break/Fix | Deskside Support | End User Support | Asset Management | Ticket Handling | Active Directory | ITIL | Incident Management | English | Spanish (preferred)

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