Job Summary
- The Deskside Engineer is responsible for providing onsite and remote technical support to end users, ensuring the effective installation, configuration, maintenance, and troubleshooting of desktop, laptop, and peripheral hardware and software. The role requires the ability to perform a wide range of deskside support activities, including hardware deployments, software installations, incident resolution, and user support, while adhering to documented procedures and service delivery standards.
- The Deskside Engineer serves as a key point of contact for end users, delivering professional technical support and ensuring minimal disruption to business operations.
Key Responsibilities
Deskside Support & Incident Resolution
- Provide first and second-line technical support for desktop, laptop, peripheral, and end-user computing devices.
- Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
- Respond to service requests and incidents within agreed service level agreements (SLAs).
- Escalate complex technical issues to appropriate support teams when required.
- Maintain accurate documentation of incidents, service requests, and resolutions.
Hardware Installation, Moves, Adds and Changes (IMAC)
- Perform installation, relocation, replacement, and decommissioning of desktop and laptop equipment.
- Unpack, configure, connect, and test desktops, laptops, monitors, printers, docking stations, and associated peripherals.
- Execute hardware refresh and deployment projects.
- Perform user workstation setups and office relocations.
Operating System Deployment
Following documented procedures and written instructions, the Deskside Engineer must be able to:
- Install and configure current Microsoft Windows operating systems on desktops and laptops.
- Deploy and restore desktop and laptop images using approved imaging tools.
- Configure operating system settings in accordance with company standards.
- Perform post-installation testing and validation.
Software Installation & Configuration
Following documented procedures and written instructions, the Deskside Engineer must be able to:
- Install standard software packages, including Microsoft Office and other approved business applications.
- Execute scripted software deployments.
- Configure standard user applications and settings.
- Troubleshoot software installation and application-related issues.
Hardware Maintenance & Repair
- Diagnose and repair desktop and laptop hardware faults.
- Replace hardware components including hard drives, SSDs, memory modules, processors, cooling fans, batteries, keyboards, displays, power supplies, and other field-replaceable units.
- Perform preventative maintenance on end-user computing devices.
- Coordinate warranty repairs and vendor support engagements when required.
Troubleshooting & Technical Support
Investigate and resolve:
- Network connectivity issues.
- Operating system errors and performance problems.
- Application-related incidents.
- Printer and peripheral issues.
- User profile and authentication problems.
- Utilize troubleshooting methodologies to identify root causes and implement solutions.
Asset & Configuration Management
- Maintain accurate records of hardware and software assets.
- Update asset management and service management systems.
- Track equipment deployments, replacements, and recoveries.
- Ensure compliance with organizational standards and licensing requirements.
Customer Service
- Provide professional and customer-focused support to end users.
- Communicate technical information clearly to non-technical users.
- Deliver excellent customer service while maintaining a high level of technical competency.
- Provide user guidance and basic training where required.
Advanced Support Activities
- Support more complex desktop and laptop installations and configurations.
- Assist with deployment and support of endpoint management technologies.
- Participate in workstation standardization and technology improvement initiatives.
- Support enterprise device management and security policies.
Required Skills and Experience
Technical Skills
- Strong knowledge of Microsoft Windows desktop operating systems.
- Experience with desktop and laptop imaging technologies.
- Knowledge of Microsoft Office and standard business applications.
- Understanding of desktop and laptop hardware architecture.
- Basic networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi, and LAN connectivity.
- Experience troubleshooting hardware, software, and operating system issues.
- Knowledge of Active Directory user and computer administration.
- Familiarity with endpoint management tools such as Microsoft Intune, SCCM/MECM, Autopilot, or equivalent.
- Experience supporting printers, docking stations, monitors, and peripheral devices.
Professional Skills
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to follow written procedures and technical documentation accurately.
- Strong organizational and time management skills.
- Ability to work independently and within a team environment.
- Customer-focused approach to support delivery.
Qualifications
- Relevant IT qualification, diploma, or certification.
- Microsoft certifications are advantageous.
- CompTIA A+, Network+, or equivalent certifications are beneficial.
- Minimum 2–5 years of experience in a deskside support, desktop support, or end-user computing role.
Preferred Experience
- Experience working within an enterprise IT environment.
- Exposure to ITIL-based service management processes.
- Experience with endpoint security solutions.
- Familiarity with remote support tools and ticketing systems.
- Experience supporting hybrid and remote work environments.
Key Performance Indicators (KPIs)
- Incident resolution within SLA targets.
- Customer satisfaction scores.
- First-time fix rate.
- Asset management accuracy.
- Successful completion of hardware and software deployments.
- Compliance with operational and security procedures.
go to method of application »
Job Summary
- The Deskside Support Team Lead is responsible for leading and coordinating the daily activities of the Deskside Support team to ensure the delivery of high-quality IT support services to end users. The role combines hands-on technical expertise with leadership responsibilities, including resource management, service delivery oversight, incident escalation management, customer engagement, and continuous improvement initiatives.
- The Team Lead acts as the primary escalation point for complex end-user computing issues and is responsible for ensuring that service levels, operational objectives, and customer expectations are consistently achieved.
Key Responsibilities
Team Leadership & Management
- Lead, mentor, and develop a team of Deskside Engineers and Support Technicians.
- Allocate workloads and manage resource scheduling to ensure effective service coverage.
- Conduct performance reviews, coaching sessions, and skills development planning.
- Monitor team productivity and adherence to operational procedures.
- Foster a culture of customer service excellence and continuous improvement.
- Assist with recruitment, onboarding, and training of support personnel.
Service Delivery Management
Ensure delivery of deskside support services in accordance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Monitor incident, service request, and escalation queues to ensure timely resolution.
- Manage major incidents affecting end-user computing services.
- Coordinate support activities during planned maintenance windows, deployments, and office relocations.
- Produce regular operational and service performance reports.
- Identify service improvement opportunities and implement corrective actions.
Technical Leadership
- Serve as the senior escalation point for complex hardware, software, operating system, and connectivity issues.
- Provide technical guidance and support to Deskside Engineers.
- Review and approve technical solutions for end-user computing environments.
- Assist in troubleshooting high-priority incidents and recurring technical issues.
- Support root cause analysis and problem management activities.
End User Computing Support
Following documented procedures and best practices, the Team Lead must be capable of performing all Deskside Engineer functions, including:
- Installation and configuration of Microsoft Windows operating systems.
- Desktop and laptop imaging and deployment.
- Software installation and configuration.
- Hardware diagnostics and repairs.
- Installation and testing of desktops, laptops, printers, and peripherals.
- Troubleshooting operating system, application, and network connectivity issues.
- Component replacement and hardware maintenance.
Project & Deployment Management
- Coordinate hardware refresh and deployment projects.
- Oversee office moves, adds, changes, and technology rollouts.
- Support the implementation of new technologies and workplace solutions.
- Ensure deployment standards and procedures are followed consistently.
- Participate in project planning and resource estimation.
Customer & Stakeholder Engagement
- Act as the primary operational contact for customer and business stakeholders.
- Conduct regular service review meetings where required.
- Communicate service issues, risks, and improvement initiatives to management and customers.
- Manage customer expectations and ensure high levels of customer satisfaction.
- Handle escalated customer concerns and complaints professionally.
Asset & Configuration Management
- Ensure accurate tracking of hardware and software assets.
- Oversee asset lifecycle management processes.
- Monitor compliance with configuration standards and licensing requirements.
- Ensure CMDB and asset management records remain accurate and up to date.
Process Governance & Compliance
- Ensure adherence to ITIL processes, operational procedures, and security policies.
- Develop and maintain deskside support documentation, knowledge articles, and standard operating procedures.
- Drive standardization across support activities and service delivery practices.
- Participate in audits and compliance reviews where required.
Vendor & Third-Party Coordination
- Manage relationships with hardware vendors, service providers, and warranty support organizations.
- Coordinate vendor engagements for repairs, replacements, and escalated technical issues.
- Review vendor performance against agreed service commitments.
Required Skills and Experience
Technical Skills
- Advanced knowledge of Microsoft Windows desktop operating systems.
- Strong understanding of desktop and laptop imaging technologies.
- Experience with Microsoft Intune, SCCM/MECM, Microsoft Autopilot, and endpoint management solutions.
- Strong troubleshooting skills across hardware, software, operating systems, and networking.
- Working knowledge of Active Directory, Microsoft 365, and enterprise productivity tools.
- Understanding of endpoint security and compliance requirements.
- Knowledge of desktop virtualization technologies is advantageous.
Leadership Skills
- Proven ability to lead and motivate technical support teams.
- Strong coaching and mentoring capabilities.
- Effective conflict resolution and decision-making skills.
- Excellent organizational and workload management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer Service Skills
- Strong stakeholder management and communication skills.
- Ability to communicate effectively with technical and non-technical audiences.
- Commitment to delivering exceptional customer service.
Qualifications
- Relevant IT Degree, Diploma, or equivalent qualification.
- Microsoft certifications preferred.
- ITIL Foundation certification preferred.
- CompTIA A+, Network+, or equivalent certifications advantageous.
Experience Requirements
- Minimum 5–8 years of experience in Desktop Support, End User Computing, or Deskside Support.
- Minimum 2–3 years of experience in a Team Lead, Supervisor, or Senior Support role.
- Experience managing support teams in a medium to large enterprise environment.
- Experience working within SLA-driven managed services or corporate IT environments.
- Key Performance Indicators (KPIs)
- SLA and service delivery compliance.
- Team productivity and utilization.
- Customer satisfaction scores (CSAT).
- First-time fix and resolution rates.
- Incident backlog management.
- Escalation management effectiveness.
- Asset management accuracy.
- Team training and development progress.
- Successful delivery of deployment and refresh projects.
- Compliance with operational and security standards.
Gmail
Yahoomail