Deskside Support Engineer

Deskside Support Engineer 

The Deskside Support Engineer is responsible for the delivery of high-quality end-user computing support services across the organization. The role provides technical support for desktops, laptops, mobile devices, peripherals, collaboration technologies, and workplace services. The role will involve support & maintenance for infrastructure located in any of eir offices, Datacenters, Exchanges/Equipment rooms in the region.

The successful candidate will ensure that end-user devices and services remain secure, compliant, available, and fit for business purposes while delivering excellent customer experience. The role involves both remote and onsite support, working closely with Service Desk, Infrastructure, Security, Vendors, and Business stakeholders.

Key Responsibilities

End User Support

• Provide deskside support for hardware, software, and connectivity issues.

• Troubleshoot desktop, laptop, mobile device, printer, and peripheral problems.

• Resolve incidents and service requests within agreed SLA targets.

• Deliver VIP and executive user support when required.

• Support meeting room and AV technologies.

Device Deployment & Lifecycle Management

• Build, configure, deploy, and support Windows laptops and desktop devices.

• Manage device imaging, provisioning, and hardware refresh programmes.

• Support New Joiner, Mover, and Leaver (JML) processes.

• Ensure all assets are accurately recorded within IT Asset Management systems.

Endpoint Administration

• Support endpoint management platforms such as Workspace One, Active Directory, 

• Support endpoint security solutions including antivirus and compliance tooling.

• Assist with operating system upgrades and application deployments.

Network & Connectivity Support

• Troubleshoot wired and wireless network connectivity issues.

• Support VPN, remote access, and authentication technologies.

• Escalate complex infrastructure issues to appropriate resolver groups.

Documentation & Process Improvement

• Maintain accurate ticket updates and technical documentation.

• Create and update knowledge base articles and support procedures.

• Identify opportunities for service improvement and automation.

• Participate in project activities and technology rollouts.

Governance & Compliance

• Ensure compliance with company security policies and standards.

• Support audit and compliance activities relating to end-user devices.

• Maintain confidentiality, integrity, and availability of corporate information.

• Follow established change, incident, and asset management processes.

Desirable Qualifications

• ITIL Foundation Certification.

• CompTIA A+.

• Experience working within regulated or audit-controlled environments.

Essential Skills & Experience

Technical Skills

• 2+ years' experience in a Desktop Support, Deskside Support, or End User Computing role.

• Strong troubleshooting skills across Windows operating systems.

• Experience with Active Directory.

• Experience with Workspace ONE, Intune, or similar endpoint management platforms.

• Understanding endpoint security technologies.

• Knowledge of TCP/IP networking fundamentals, Wi-Fi, and VPN technologies.

• Experience using ITSM tools such as Helix, ServiceNow, or similar platforms.

• This role is a full-time position, and a full-clean driving license is required.

Customer Service Skills

• Excellent customer service and communication skills.

• Ability to explain technical issues in a clear, non-technical manner.

• Strong stakeholder management skills.

• Professional and customer-focused approach.

Personal Attributes

• Strong problem-solving skills.

• Highly organized and detail oriented.

• Self-motivated and capable of working independently.

• Team player with a willingness to learn and develop.

• Ability to manage multiple priorities in a fast-paced environment.