Desktop Support Engineer

An established IT solutions provider is seeking an experienced and customer-focused Desktop Support Engineer (Customer Services) to join their technical operations team.

The successful candidate will be responsible for ensuring the smooth running of customer environments , maintaining system availability at the highest level, and resolving incidents efficiently within SLA timelines . This role requires a proactive individual with strong troubleshooting abilities, excellent communication skills, and a passion for delivering exceptional customer service.

Key Responsibilities

Take ownership of customer requests and proactively manage technical issues.

Ensure all service requests meet or exceed contractual Service Level Agreements (SLAs) .

Provide onsite and remote desktop support for customer environments.

Perform diagnostic testing, troubleshooting, and incident management.

Deliver advanced desktop diagnostics and implement routine change requests.

Liaise with internal teams, vendors, and suppliers where required.

Create and review knowledge base articles to support first-call resolution (FCR).

Assist with implementation of customer and internal support projects.

Update customers regularly on progress and ensure high service satisfaction.

Adhere to ISO 27001 and 20000 compliance standards.

Key Performance Indicators

Change Implementation Quality.

Customer Satisfaction and Relationship Management.

Technical Certification and Skills Development.

Ticket Management and SLA Adherence.

Service Transition and Project Execution Quality.

Minimum Requirements

Experience :

Minimum 3 years experience in a customer service environment performing desktop support.

At least 1 year supporting network infrastructure (routers, switches, firewalls).

Advanced working knowledge of Windows 711, Office 365, and MS Office applications .

Experience with video conferencing and printer administration .

Knowledge of general IT equipment (desktops, servers, routers, switches).

VIP desktop support experience is advantageous.

Qualifications :

A+ / N+ certification (required).

Microsoft 365 Certified : Modern Desktop Administrator Associate.

MCSA Windows 10 / Office 365.

Relevant tertiary qualification or equivalent work experience.

Additional Requirements :

Valid drivers license .

Excellent command of English (verbal and written).

Strong analytical and problem-solving ability.

High attention to detail, punctuality, and adaptability.

Demonstrated commitment to customer satisfaction and teamwork.

Self-motivated with a professional, proactive, and service-oriented approach.

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