IT Desktop Support Engineer at Motus Holdings Limited

JOB DESCRIPTION:

• The IT Desktop Support Engineer is responsible for providing technical support, maintenance, and troubleshooting for end-user computing environments across Motus Mobility Solutions. This role ensures that desktops, laptops, peripherals, and related software systems operate efficiently, securely, and in alignment with organisation standards.
• The ideal candidate will have strong problem-solving abilities, excellent customer service skills, and a solid understanding of enterprise IT environments, including Windows, Microsoft 365, and endpoint security solutions.

DUTIES / RESPONSIBILITIES:

End-User Support

• Provide first and second-line technical support to employees across all business units (onsite and remote)
• Troubleshoot hardware, software, and network-related issues in a timely and professional manner
• Manage user incidents and service requests through the IT Service Management (ITSM) system with is ManageEngine Service Desk, ensuring accurate logging, tracking, and closure
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals

Systems & Software

• Deploy and update operating systems, applications, and patches via centralised management tools
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive
• Ensure device compliance with security policies, antivirus, encryption, and access control standards
• Manage software installations and license tracking according to vendor and company policies

Network & Connectivity

• Assist in basic network troubleshooting (Wi-Fi, LAN, VPN connectivity)
• Support remote access technologies and resolve related issues for hybrid or remote employees
• Escalate complex network or infrastructure issues to Senior IT teams as necessary

Security & Compliance

• Maintain endpoint protection standards, including patching, antivirus updates, and disk encryption (BitLocker or equivalent)
• Enforce adherence to IT security policies and best practices
• Participate in security audits, compliance checks, and vulnerability remediation activities

Asset & Configuration Management

• Manage IT asset inventory, including hardware lifecycle tracking (procurement, deployment, maintenance, and disposal)
• Ensure accurate configuration records within the CMDB or asset management system
• Support hardware refresh projects and coordinate vendor warranties or repairs

Continuous Improvement

• Identify recurring issues and contribute to root cause analysis and preventive measures
• Document knowledge base articles, standard operating procedures (SOPs), and user guides
• Participate in IT projects (e.g., system migrations, rollouts, or upgrades)
• Stay current with emerging technologies relevant to desktop support and endpoint management

EDUCATION / MINIMUM REQUIREMENTS / EXPERIENCE:

Essential / none negotiables:

• Diploma or degree in Information Technology, Computer Science, or a related field
• 3+ years’ experience in IT desktop support or end-user computing
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and common enterprise applications
• Experience with remote desktop tools and ticketing systems (e.g., ManageEngine)
• Understanding of TCP/IP, DHCP, DNS, and VPN connectivity
• Familiarity with endpoint management tools (e.g., Cytomic)

Advantageous:

• IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation
• Experience supporting macOS or Linux environments
• Basic understanding of scripting (PowerShell)
• Experience in corporate or multi-site environments

Key Competencies:

• Strong customer service orientation and communication skills
• Analytical and methodical approach to troubleshooting
• Ability to work independently and within a team
• High attention to detail and accuracy
• Commitment to confidentiality and data protection
• Adaptability to changing technologies and business needs

Performance Indicators:

• Resolution times and customer satisfaction scores
• Compliance with SLA targets and incident management procedures
• Accuracy of asset management and documentation
• Contribution to process improvement and service reliability

OTHER REQUIREMENTS:

• High level of integrity and professionalism
• Strong organisational and time-management skills
• Proactive, solutions-driven, and results-oriented mindset
• Able to interact with a wide variety of people   
• Ability to adapt to change
• Confident and positively assertive
• Accuracy of work required at any time
• Ability to work well under pressure and handle pressure
• Strong team player
• The ability to meet deadlines 
• Ability to effectively handle challenging situations
• Self-starter / self-motivated
• Resilient  
• Collaborative
• Clear credit and criminal record
• Own or reliable transportation
• Own and live up to the Company values
• Must be willing to work overtime and standby (weekends)

Closing Date 20 March 2026