What does a desktop support engineer do?
A desktop support engineer is an IT support specialist, who supports computer users who are experiencing hardware or software-related issues. The job requires overseeing the entire lifecycle of computer systems, from installation and set-up to upgrading and troubleshooting. The desktop support engineer role is done both on-site and remotely, depending on the scope of the task at hand. From configuring computer systems to ensuring their security, the job of a desktop engineer involves educating and walking computer users through all the computer peripherals, both hardware and software. By enabling a seamless computer experience for the end-users, a desktop support engineer customises the desktop experience as per a specific user’s needs.
You might hire a desktop support engineer to:
- Manage all the nitty-gritties of the computer peripherals, including hardware, software, and networks
- Engineer desktop optimisation to enable the best user experience possible
- Provide technical assistance to the users, both on-site and remotely
- Stay on top of hardware and software trends, and implement the same in the form of effective solutions
- Maintain computer networks, ensure their optimum security, and solve any technical or hardware glitches that might arise within the scope of the desktop engineer role
- Impart basic training to the end users about computer maintenance and management
Intro
At [Company X], we believe that a robust understanding of computer science is our present and our future. As the world is moving towards being wireless, we understand the immense support that computer users seek in order to catch up with the changing times. We’re on the lookout for a tech-savvy desktop support engineer to help us bridge the gap between end users and technical innovations. The desktop engineer role requires someone being a natural problem-solver, who knows the hardware and software computer system inside out. This role requires spearheading the entire integrated lifecycle of a computer, from installing applications to configuring, maintaining and debugging it. The desktop support engineer candidate must be a strong and lateral thinker, with an appetite to continually move ahead in the dynamic world of computer technology.
Objectives of this role
- Work towards creating a seamless experience for computer users
- Maintain security in computer systems, and address and resolve glitches within the scope of the desktop engineer job role
- Train users to understand the basics of their computer systems and to optimally use them
- Learn and research about innovation in hardware and software solutions, keeping in mind the desktop engineer profile
- Provide support as a remote desktop engineer or on-site, depending on the complexity of the situation
Responsibilities
- Ensure prompt response to client support requests as a desktop engineer
- Deep dive into the issues faced by the client, be it remotely or in person
- Install and upgrade operating systems and networks that are relevant to a specific user’s needs
- Update and get senior desktop engineers up to speed on hardware and software-related encounters
- Provide basic training to the computer users to help them diagnose and overcome common problems that they might encounter
- Record and document technical issues in the form of logs
- Follow up with the users to ensure maximum functionality of their computer systems
Required skills and qualifications
- Bachelor’s degree in computer science, information technology or a related discipline
- Prior experience working as a desktop support engineer, support technician or in a similar role
- Up-to-date knowledge of computer systems, be it hardware, software or networks
- Outstanding problem-solving skills with the ability to communicate to end users and the stakeholders of the company
Preferred skills and qualifications
- Experience in installing, monitoring and maintaining hardware/software within computer systems
- Prior knowledge in cloud computation, scripting languages, and IT projects
- Exposure to customer service
