Deskside Engineer

Position Overview

We are seeking an experienced Deskside Engineer to provide high-quality onsite technical support. You will serve our end-users, including executive leadership and VIPs, ensuring seamless operations across devices and collaboration tools.

Your Key Responsibilities:

• Provide expert onsite deskside and field support for laptops, desktops, monitors, docking stations, printers, mobile devices, peripherals, and related technologies.
• Diaognose and resolve complex hardware, software, operating system (Windows 10/11, macOS), connectivity, printing, mobility, and peripheral issues.
• Perform full IMACD lifecycle activities: installations, moves, additions, changes, and decommissions of end-user computing equipment.
• Spearhead new-hire onboarding, device deployment, laptop/desktop refreshes, hardware swaps, break/fix activities, and equipment recovery.
• Deliver white-glove support to executives and VIPs with professional responsiveness for high-priority technical issues and meeting-support requirements.
• Troubleshoot Windows 10/11 and macOS devices, resolving common OS, application, device, and connectivity challenges.
• Provide robust support for Microsoft 365 / Office 365 applications and services, including Microsoft Teams and associated collaboration technologies.
• Maintain seamless operations by supporting Microsoft Teams Rooms, conference rooms, audio/video equipment, and meeting technology to ensure successful sessions.
• Troubleshoot basic network connectivity issues across wired and wireless endpoints.
• Manage mobile device support for user connectivity and configuration needs.
• Oversight asset lifecycle management: inventory tracking, deployment, recovery, hardware replacement, and secure disposal.
• Maintain accurate records of assets, configurations, equipment movement, incidents, and service requests using ServiceNow.
• Collaborate effectively with the Service Desk, infrastructure, network, application, and engineering teams for escalation resolution.
• Adhere to established ITIL-based Incident, Request, and Change Management processes.
• Maintain detailed technical documentation, troubleshooting notes, ticket updates, knowledge articles, and resolution details.

Qualifications:

We are looking for candidates with 5+ years of experience in Deskside Support, Desktop Support, Field Services, or End-User Computing. You must have strong proficiency supporting Windows environments (10/11) and at least 3 years of hands-on experience with ServiceNow or comparable platforms.

• Demonstrated expertise in Microsoft 365 / Office 365 support is essential.
• Proven background in IMACD and IT asset management (minimum 3 years).
• Solid understanding of networking fundamentals, endpoint connectivity troubleshooting, and macOS/Macintosh environments.
• Familiarity with ITIL-based Incident and Request Management processes.