Desktop Support Engineer (Client: Marks and Spencer)

Job Description

Role & responsibilities

Key Responsibilities

Provide L1 / L2 technical support to end users through voice calls, remote support, and ticketing systems.
Diagnose and resolve desktop, laptop, printer, and peripheral issues.
Troubleshoot Windows OS, Microsoft Office applications, and enterprise software.
Support Active Directory tasks such as user account creation, password resets, and access management.
Assist users with VPN, email configuration, and connectivity issues.
Log, track, and manage incidents using ITSM / ticketing tools.
Perform software installation, upgrades, and patch management.
Coordinate with network, server, and application teams for issue escalation.
Maintain documentation for troubleshooting steps and solutions.
Ensure SLA adherence and high customer satisfaction.

Required Skills

Good knowledge of Windows 10/11 troubleshooting.
Experience with Microsoft Office 365 support.
Basic understanding of Active Directory & user administration.
Knowledge of network fundamentals (LAN, WAN, DNS, DHCP).
Experience with remote support tools.
Understanding of ticketing systems (ServiceNow / Remedy / Freshservice etc.).
Strong communication skills for UK & US voice support.

Preferred candidate profile

Diploma / Bachelors degree in IT, Computer Science, or related field.
Certifications such as CompTIA A+, Microsoft certifications, or ITIL are a plus.
Prior experience in international voice technical support preferred.