Desk Side Support Engineer

• Minimum 7 years of experience in strong hands-on experience supporting Windows and macOS devices.
• Ability to handle Service Desk calls during periods of high call volume.
• Act as the primary escalation point for complex Service Desk incidents and requests.
• Experience troubleshooting hardware, software, peripheral, and operating system issues.
• Basic knowledge of networking, including Wi-Fi connectivity, VPN, and LAN troubleshooting.
• Provide white-glove/VIP executive support with a high level of professionalism and responsiveness.
• Experience with device provisioning, imaging, deployment, and lifecycle management using tools such as Intune, JAMF.
• Knowledge of Microsoft 365, including Outlook, OneDrive, SharePoint and Dropbox support.
• Experience with mobile device support (iOS and Android), including enrollment and troubleshooting.
• Familiarity with ServiceNow or other ITSM ticketing tools for incident, request, and asset management.
• Experience supporting conference room and AV technologies, including Zoom Rooms.
• Ability to diagnose and resolve printer, docking station, monitor, and peripheral issues.
• Excellent troubleshooting, analytical, and problem-solving skills.

Responsibilities

• Should be able to work on Windows and MAC devices.
• Should be able to take service desk calls when callflow is high
• Point of escalation for service desk tickets.
• Hardware, software support along, basic wifi knowledge.
• VIP support.
• Excellent communication skills.