Role Overview
The Onsite Deskside Support Engineer provides hands-on support for end-user incidents, service requests, problem resolution, and technology projects. The role resolves issues that cannot be handled remotely, supports workplace technology, collaborates with global IT teams and suppliers, and works with local stakeholders to align services with business needs.
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Key Responsibilities
- Diagnose and resolve desktop, laptop, application, hardware, peripheral, mobile-device, and local connectivity issues.
- Build, configure, deploy, upgrade, and maintain Windows and Mac devices for new joiners and existing users.
- Install authorised software, security updates, patches, and antivirus protection.
- Support employee onboarding and offboarding, including device setup, collection, access coordination, and asset records.
- Maintain meeting-room, conferencing, audiovisual, and enterprise voice equipment.
- Assist with software upgrades, device imaging, patching, network upgrades, and other end-user technology projects.
- Provide support for applicable local applications in coordination with technical and business teams.
- Maintain accurate asset-management records and prepare data for periodic review and audit activities.
- Own tickets from acknowledgement through closure, ensuring correct prioritisation, investigation, updates, and resolution within agreed SLAs.
- Route or escalate requests to senior technicians, functional teams, suppliers, or the support manager when required.
- Manage third-party support cases through closure and report the status of outstanding issues.
- Collaborate with international support teams to deliver a consistent user experience.
- Identify recurring service issues and improve support through automation, self-service, and technology adoption.
- Engage local business leaders to understand support requirements and plan effective delivery.
Required Skills and Experience
- 3–5 years of experience in onsite deskside, desktop, or end-user support.
- Strong knowledge of Windows, macOS, Microsoft 365, iOS, Android, laptops, desktops, peripherals, and mobile devices.
- Experience with IT service-management or ticketing platforms, preferably ServiceNow.
- Working knowledge of SCCM and Microsoft Intune.
- Experience supporting conferencing, audiovisual, and enterprise voice technologies.
- Basic networking skills to support local office infrastructure.
- Experience working in an international or global support environment.
- Understanding of incident, request, escalation, SLA, asset-management, and audit processes.
Preferred Qualifications
- Microsoft Office Specialist, Microsoft 365, or equivalent certification.
- ITIL certification.
Personal Skills
- Excellent communication skills in English and the applicable local language.
- Strong customer-service focus and commitment to user satisfaction.
- Ability to remain calm under pressure, prioritise effectively, and manage multiple tasks.
- Organised, adaptable, proactive, and collaborative approach.
