Title:  Contractor

Job Title: Onsite Deskside Support Engineer

Role Overview

Key Responsibilities

• Diagnose and resolve desktop, laptop, application, hardware, peripheral, mobile-device, and local connectivity issues.
• Build, configure, deploy, upgrade, and maintain Windows and Mac devices for new joiners and existing users.
• Install authorised software, security updates, patches, and antivirus protection.
• Support employee onboarding and offboarding, including device setup, collection, access coordination, and asset records.
• Maintain meeting-room, conferencing, audiovisual, and enterprise voice equipment.
• Assist with software upgrades, device imaging, patching, network upgrades, and other end-user technology projects.
• Provide support for applicable local applications in coordination with technical and business teams.
• Maintain accurate asset-management records and prepare data for periodic review and audit activities.
• Own tickets from acknowledgement through closure, ensuring correct prioritisation, investigation, updates, and resolution within agreed SLAs.
• Route or escalate requests to senior technicians, functional teams, suppliers, or the support manager when required.
• Manage third-party support cases through closure and report the status of outstanding issues.
• Collaborate with international support teams to deliver a consistent user experience.
• Identify recurring service issues and improve support through automation, self-service, and technology adoption.
• Engage local business leaders to understand support requirements and plan effective delivery.

Required Skills and Experience

• 3–5 years of experience in onsite deskside, desktop, or end-user support.
• Strong knowledge of Windows, macOS, Microsoft 365, iOS, Android, laptops, desktops, peripherals, and mobile devices.
• Experience with IT service-management or ticketing platforms, preferably ServiceNow.
• Working knowledge of SCCM and Microsoft Intune.
• Experience supporting conferencing, audiovisual, and enterprise voice technologies.
• Basic networking skills to support local office infrastructure.
• Experience working in an international or global support environment.
• Understanding of incident, request, escalation, SLA, asset-management, and audit processes.

Preferred Qualifications

• Microsoft Office Specialist, Microsoft 365, or equivalent certification.
• ITIL certification.

Personal Skills

• Excellent communication skills in English and the applicable local language.
• Strong customer-service focus and commitment to user satisfaction.
• Ability to remain calm under pressure, prioritise effectively, and manage multiple tasks.
• Organised, adaptable, proactive, and collaborative approach.