Desktop Support Engineer

Job Description

Job Title: Desk Support Engineer (L1/L2)

Experience: 2-5 Years

Location: Fulltime

Employment Type: Full-Time

Key Responsibilities

Provide L1/L2 technical support for laptops, desktops, printers, mobile devices, and peripherals.
Troubleshoot Windows 10/11, macOS, Outlook, Microsoft Teams, VPN, WiFi, and network issues.
Manage Microsoft 365 Admin Center Users, Groups, Licenses, Shared Mailboxes, Teams/SharePoint access.
Handle device provisioning, onboarding/offboarding, software installation, and profile configuration.
Resolve OneDrive / SharePoint sync and file permission issues.
Ensure ticket resolution within SLA using ITSM tools (ServiceNow, Jira, Freshservice).

Intune & Endpoint Management

Manage Microsoft Intune device enrollment, compliance policies, and configuration profiles.
Troubleshoot Intune enrollment failures and application deployment issues.
Support Autopilot device setup and zero-touch deployment.
Monitor endpoint compliance, OS patching, Defender AV/EDR health.
Manage BitLocker/FileVault encryption and security policies.

Asset & Security Management

Maintain IT asset inventory (laptops, accessories, devices, licenses).
Track asset lifecycle – onboarding, assignment, return, replacement.
Monitor Microsoft Defender alerts, malware detection, and endpoint security.
Support MFA, SSPR, Conditional Access troubleshooting.

Required Skills

2–5 years experience in IT Service Desk / Desktop Support / End User Computing.
Strong knowledge of Windows, macOS, Microsoft 365, Outlook, Teams.
Experience with Microsoft Intune and Endpoint Management.
Basic networking knowledge: DNS, DHCP, LAN/WAN, VPN.
Experience with ITSM tools (ServiceNow, Jira, Freshservice).
Good communication and troubleshooting skills.