Desktop/Infrastructure Engineer

Role Summary

We are looking for a hands-on Desktop Engineer to support our end-user computing environment. You will be the first point of technical contact for desktop, laptop, and peripheral issues, handle OS deployments and software installations, and keep our workstations secure, up to date, and running smoothly. The ideal candidate is a dependable troubleshooter with solid hardware and basic networking fundamentals and a service-first attitude.

Key Responsibilities

Desktop and Hardware Support

• Diagnose and resolve hardware faults on desktops, laptops, printers, scanners, docking stations, and other peripherals

• Perform component-level troubleshooting and replacement (RAM, SSD/HDD, power supply, battery, display, keyboard)

• Coordinate warranty claims and repairs with OEM vendors (Dell, HP, Lenovo, etc.)

• Set up new workstations for joiners and recover or re-provision devices for leavers

OS Deployment and Imaging

• Install, configure, and reinstall Windows 10/11 using bootable media, imaging tools, or network-based deployment

• Prepare and maintain standard images, driver packs, and BIOS/UEFI settings

• Join machines to the domain and apply baseline configuration and policies

• Perform OS upgrades, patching, and driver and firmware updates

Software Installation and Management

• Install, configure, and update standard business applications (Microsoft 365, browsers, PDF tools, VPN clients, collaboration tools)

• Deploy approved software packages and troubleshoot failed installations or licensing issues

• Maintain software and license inventory in coordination with the IT team

• Remove unauthorized or outdated software in line with company policy

Basic Networking Support

• Troubleshoot LAN/Wi-Fi connectivity, IP configuration, DNS, and DHCP issues at the user end

• Use standard tools (ping, tracert, ipconfig, nslookup) to isolate problems

• Assist with network cabling, patching, and connecting printers and network devices

• Support VPN and remote access issues, escalating switch, firewall, or server-side faults to the network team

Service Desk and Documentation

• Log, track, and resolve tickets within SLA using the ITSM tool

• Provide clear, courteous communication to users and escalate complex issues with complete details

• Maintain asset records and update knowledge base articles and SOPs

• Provide basic user guidance on email, printing, shared drives, and security practices

Required Skills and Qualifications

• 2–3 years of experience in desktop support or a similar end-user support role

• Strong knowledge of Windows 10/11 installation, configuration, and troubleshooting

• Hands-on experience with hardware diagnostics and repair for desktops and laptops

• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and basic LAN troubleshooting

• Experience with OS imaging and deployment (bootable USB, WDS, SCCM/MDT, or equivalent)

• Familiarity with Active Directory basics (user accounts, password resets, domain join)

• Experience supporting Microsoft 365 / Outlook, printers, and common business software

• Good communication, ticket-handling, and time-management skills

• Diploma or bachelor’s degree in IT, Computer Science, Electronics, or a related field, or equivalent experience

Preferred (Nice to Have)

• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft MD-102 / MS-900

• Exposure to Microsoft Intune / Autopilot, SCCM, or other endpoint management tools

• Basic PowerShell or batch scripting for routine automation

• Experience with remote support tools and endpoint security software (antivirus/EDR, disk encryption)

• Basic macOS or Linux support experience

Key Competencies

• Analytical, methodical troubleshooting

• Customer-first, patient communication

• Ownership and accountability for tickets through to resolution

• Ability to work independently and as part of a team

• Willingness to learn new tools and adapt to evolving technology

Working Conditions

• Primarily on-site, with occasional travel between offices and flexibility for after-hours or weekend work during rollouts or critical incidents

• Ability to lift and move IT equipment