Desktop Side Support Engineer

Onsite, Full-time 8 am to 5 pm

Job Responsibilities

Advanced Hardware Troubleshooting & Repair

Diagnosing intermittent or complex hardware failures (e.g., persistent BSODs related to hardware, motherboard issues, power supply failures requiring replacement).

Performing component-level replacements beyond basic reseating (e.g., replacing motherboards, CPUs, screens, internal power supplies, non-hot-swappable drives).

Utilizing specialized hardware diagnostic tools and vendor-specific utilities.

Managing hardware warranty claims and coordinating with vendors for repairs or replacements.

Ordering – ITIL Best Practice

Order Initiation

Order Entry

Order Validation

Order Fulfilment Monitoring

Documentation & Compliance

Reporting – Standard Process

Daily/Weekly Operational Reporting

Monthly Performance Reporting

Exception & Issue Reporting

Audit & Compliance Reporting

Advanced Software & OS Troubleshooting

Resolving persistent operating system corruption, boot failures, and complex performance issues.

Diagnosing and remediating advanced malware infections, rootkits, or persistent virus issues.

Troubleshooting complex application conflicts, compatibility issues, and integration problems.

Analyzing system logs, crash dumps, and event viewer entries for root cause identification.

Troubleshooting complex network connectivity issues on end-user devices (e.g., VPN client failures, DNS resolution problems, Group Policy related network issues).

Resolving user profile corruption and data recovery from failed drives (if possible).

System Rebuild & Data Recovery

Performing operating system re-installs and system imaging/re-imaging when necessary due to severe corruption or hardware replacement.

Executing data backup and restoration procedures for users facing critical hardware failures.

Collaboration & Knowledge Management

Collaborating closely with L1 support, providing guidance and technical assistance.

Working with other IT teams (e.g., Network, Server, Security, Application Development) to resolve cross-functional breakfix issues.

Creating and updating detailed troubleshooting guides, knowledge base articles, and standard operating procedures for L1 and self-service.

Identifying recurring breakfix issues and proposing preventative measures or solutions.

Remote Support (Advanced)

Proficiently using advanced remote control tools to perform in-depth diagnostics and repairs without physical presence, including accessing BIOS/UEFI settings or safe mode remotely.