Desktop Support Engineer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
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Job summary
Astra-North Infoteck Inc. is seeking an experienced Desktop Support Engineer to provide L2 EUC and desktop support across enterprise environments. The role emphasizes Windows desktop/laptop support, Microsoft 365 apps, and VDI technologies, with a hybrid work model (2 days in office).
The successful candidate will troubleshoot VPN, Wi‑Fi, printers, and peripherals, deliver remote and on-site assistance, and maintain high SLAs while following security practices.
Qualifications
- 3–5+ years EUC/Desk/IT support experience.
- Strong L2 Windows desktop & laptop troubleshooting.
- Remote support for Microsoft 365 apps (Outlook/Teams/OneDrive/SharePoint).
- Hands-on with Citrix, AVD and VMware VDI environments.
- VPN/Wi‑Fi/LAN and basic network connectivity troubleshooting.
- Experience in banking/regulated environments is preferred.
- ServiceNow incident management and SLA adherence experience.
- Security and compliance awareness in enterprise IT.
Responsibilities
- Provide L2 EUC and desktop support across enterprise environments.
- Troubleshoot Windows OS, hardware, software, and user profiles.
- Support printers, scanners, smart cards, and peripherals.
- Resolve VDI login, session, and performance issues; provide remote support.
- Maintain SLAs and follow escalation processes; collaborate with cross‑functional teams.
Skills
Education
Tools
Job description
Desktop Support Engineer
Work Model: Hybrid – 2 Days per Week in Office
We are seeking experienced Desktop Support Engineers to provide L2 End User Computing (EUC) and desktop support across enterprise environments. The ideal candidates will have strong hands‑on experience supporting Windows desktops and laptops, Microsoft 365 applications, VDI technologies, network connectivity, enterprise peripherals, and IT service management processes.
The role requires excellent troubleshooting and customer‑service skills, with the ability to work independently and collaboratively in a shift‑based or 24x7 support environment.
- Troubleshoot Windows operating system, hardware, software, and performance issues.
- Resolve user profile, login, configuration, and desktop‑related issues.
- Provide hands‑on and remote support for enterprise Windows endpoints.
- Provide support for Outlook, Microsoft Teams, OneDrive, and SharePoint.
- Troubleshoot printers, scanners, smart cards, and other enterprise peripherals.
- Support end users across corporate and branch locations.
- Troubleshoot Citrix, Azure Virtual Desktop (AVD), and VMware environments.
- Resolve VDI login, session, profile, and performance issues.
- Troubleshoot VPN, Wi‑Fi, LAN connectivity, and other basic network‑related issues.
- Provide effective remote support to distributed users.
- Experience with Lakeside SysTrack or similar endpoint monitoring and Digital Experience Management (DEM) tools.
- Experience supporting enterprise or regulated environments, with strong adherence to security and compliance requirements.
- Hands‑on experience with ServiceNow, incident management, SLA adherence, escalation processes, and 24x7 support operations.
- 3–5+ years of Desktop Support / End User Computing (EUC) experience.
- Strong L2 experience supporting Windows desktops and laptops.
- Experience troubleshooting operating system, performance, hardware, software, and user‑profile issues.
- Experience providing remote support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Hands‑on experience troubleshooting Citrix, AVD, and/or VMware VDI environments.
- Experience resolving VPN, Wi‑Fi, LAN, and basic network connectivity issues.
- Experience supporting printers, scanners, smart cards, and enterprise peripherals.
- Experience using Lakeside SysTrack for endpoint monitoring, proactive issue identification, and automation insights is preferred.
- Experience providing EUC support in banking/financial services or other regulated environments is highly preferred.
- Experience supporting branch users and ATM‑related desktop/peripheral environments is an advantage.
- Strong understanding of security and compliance practices in enterprise environments.
- Hands‑on experience with ServiceNow and IT incident/request management.
- Ability to meet SLAs, follow escalation procedures, and prioritize incidents effectively.
- Strong troubleshooting, analytical, communication, and customer‑service skills.
- Ability to work independently as well as collaborate with cross‑functional teams.
- Willingness and ability to work in shift‑based and/or 24x7 support environments.
Bachelor's Degree or Diploma in:
- Computer Science
- Information Technology
- Information Systems
- or a related technical field
- Microsoft Certified: Endpoint Administrator (MD-102)
- Microsoft 365 Certified: Fundamentals (MS-900)
- ITIL Foundation
- CompTIA A+
- CompTIA Network+
Operating Systems: Windows Desktop/Laptop
Microsoft: Microsoft 365, Outlook, Teams, OneDrive, SharePoint
VDI: Citrix, Azure Virtual Desktop (AVD), VMware
Networking: VPN, Wi‑Fi, LAN
Monitoring: Lakeside SysTrack / Endpoint Monitoring
ITSM: ServiceNow, Incident Management, SLA Management
Peripherals: Printers, Scanners, Smart Cards, Enterprise Devices
Support Model: L2 / EUC / Remote Support / Shift‑Based / 24x7
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