Desktop Support Service

Job Description:
We are seeking a hands-on IT Support Engineer to provide onsite technical support across endpoint, identity, networking, collaboration, and cloud technologies. This role is ideal for someone with strong troubleshooting skills who can independently resolve day-to-day IT issues and effectively escalate complex problems.

Key Responsibilities

• Manage and resolve IT incidents and service requests in accordance with established SLAs.
• Triage issues, capture diagnostic information, assign priorities, and escalate to Tier 2/Tier 3 teams when required.
• Support Windows, macOS, and Linux endpoints, including hardware, software, and connectivity troubleshooting.
• Perform Active Directory administration, including password resets, account unlocks, access troubleshooting, and basic VLAN assignments.
• Troubleshoot identity and MFA issues across Okta, Duo, and Microsoft Authenticator.
• Support Google Workspace, Microsoft Outlook, Zoom, Webex, and enterprise productivity applications.
• Administer and troubleshoot endpoint management/deployment tools, including Microsoft Intune, Jamf, ManageEngine, and MDT.
• Troubleshoot LAN/WAN, DHCP, DNS, TCP/IP, VLAN, Cisco Client, VPN, and general network connectivity issues.
• Validate software entitlements and manage application/license provisioning.

• Strong hands-on experience with Windows, macOS, and Linux.
• Experience with Active Directory, Okta, Duo, MFA, and identity management.
• Solid understanding of TCP/IP, DHCP, DNS, VLANs, routing, VPNs, Cisco CLI, and Cisco Client.
• Experience with Intune, Jamf, ManageEngine, or similar endpoint management tools.
• Understanding of employee lifecycle, software licensing/SAM, and access-management processes.
• Strong troubleshooting, communication, teamwork, and time-management skills.
• Excellent written and verbal English communication skills.
  Strong communication and interpersonal skills, ensuring clear and empathetic interaction with end users.
• Must be able and willing to work onsite 5 days per week.