Desktop Support Engineer

Job Description

The IT Service Desk Engineer will provide high-quality IT support to MCO employees. The role is responsible for laptop provisioning, onboarding and offboarding support, endpoint troubleshooting, asset management, and day-to-day coordination with the global Service Desk and depot teams. This position requires a customer-focused individual who can resolve common IT issues efficiently, maintain accurate records, follow security standards, and escalate more complex issues to specialist teams where required.

Job Requirements

• Minimum of 3 years’ experience in an IT service desk, desktop support, endpoint support, or similar technical support role.
• Bachelor’s degree in a technical or IT-related field is preferred; equivalent practical experience will also be considered.
• Strong working knowledge of Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and standard business productivity tools.
• Experience with user and device support in Microsoft Entra / Azure AD, Active Directory, Intune, or similar endpoint management platforms is desirable.
• Experience building, imaging, deploying, troubleshooting, and repairing laptops, desktops, peripherals, and conferencing equipment.
• Familiarity with ticket management systems such as Jira, Zendesk, or similar.
• Knowledge of endpoint security practices, including patching, antivirus/endpoint protection, encryption, least-privilege access, and safe handling of company data.
• Excellent customer-service mindset, with the ability to explain technical issues clearly to non-technical users.
• Strong problem-solving, organisational, communication, and time-management skills.
• Ability to prioritise support requests, work independently, follow through on issues, and remain calm and professional in a busy support environment.
• Team player with a collaborative approach and willingness to work with global IT colleagues across different time zones.
• ITIL Foundation, Microsoft 365, Microsoft Endpoint Administrator, CompTIA A+, or CompTIA Network+ certifications would be advantageous.
  
  

Job Responsibilities

• Provide IT support including remote and in-person support where required.
• Provision, configure, deploy, and maintain laptops, desktops, peripherals, and related equipment for new and existing employees.
• Support employee onboarding by ensuring new hires have the required equipment, access, and basic IT guidance from day one.
• Support employee offboarding, including device collection, asset updates, and completion of required data security checks.
• Log, update, prioritise, and resolve support tickets in line with agreed service levels, escalating more complex issues to the appropriate global IT, infrastructure, security, or application teams.
• Troubleshoot issues relating to Windows devices, Microsoft 365, VPN access, endpoint security tools, printers, conferencing equipment, and other standard business applications.
• Coordinate with Service Desk and depot teams to manage equipment repairs, replacements, stock levels, shipping, and returns.
• Maintain accurate IT asset inventory records for laptops, accessories, peripherals, and other assigned equipment.
• Ensure devices and support processes comply with IT security standards, including patching, antivirus/endpoint protection, encryption, and access control requirements.
• Maintain clear documentation for local IT processes, issue resolutions, setup procedures, and support guidance.