Desktop Support Engineer

About the role:

We are looking for a Desktop Support Engineer to provide technical support and troubleshooting for our internal teams. This role is responsible for resolving hardware, software, and network issues, ensuring smooth IT operations across the organization. The ideal candidate is a problem-solver with excellent communication skills, capable of assisting users at all levels.

As a Desktop Support Engineer, you will:

1. Manage IT support requests from users
2. Perform the user onboarding and offboarding process
3. Identify and analyse significant problems & opportunities and provide solutions, determining root causes
4. Monitor client satisfaction (internal or external)
5. Display initiative and be proactive

Primary Responsibilities include but are not limited to:

1. First response to user support requests via Slack, calls, Zendesk
2. Manage user IT support requests to completion using Zendesk
3. Familiar with using remote control tools (e.g., RDP, MS Intune, Anydesk)
4. Maintaining a remote fleet of Mac and Windows desktop environment
5. Providing users with training and education of the technology tools and systems

Requirements:

1. Minimum 3 years of experience in a similar role
2. Exceptional knowledge of Microsoft Windows and Apple MacOS
3. Exceptional knowledge in Office 365 including SharePoint and OneDrive
4. Good understanding of Entra and remote deployment of applications
5. Experience in troubleshooting a variety of issues on Mac and Windows
6. Onsite and remote support experience
7. Excellent analytical and problem-solving skills
8. Experience with Zendesk, Slack, Zoom and Atlassian products
9. ITIL and Microsoft Certification (desirable)

Benefits:

1. Competitive salary package & performance bonus
2. Gym subsidies
3. Casual dress code
4. Flexible working arrangements (including work from home and remote)
5. Generous number of Annual Leaves
6. Extensive medical coverage (including dental & optical)
7. Delicious office snacks
8. Guidance and mentoring from leaders within the business
9. Dynamic, positive work environment
10. Fantastic team culture