Desktop Support Engineer L1

Sharp Brains; Balikpapan; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Sharp Brains is seeking a Desktop Support Engineer Level 1 to provide on-site end-user technical support for desktops and laptops in Indonesian operations.

The role covers IMAC activities, OS imaging, and hardware replacements, with VIP onsite escalation handling and strong IT security adherence.

Qualifications

• Provided end-to-end technical support for desktop and laptop systems.
• Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administered approved software installations, updates, and security patching in coordination with IT policies.
• Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assisted with Active Directory tasks, basic user account management, and smart hands support.
• Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• Demonstrated familiarity with Windows OS environments, mobile device support, and basic ITIL practices.

Responsibilities

• Provide end-to-end technical support for desktop and laptop systems.
• Handle IMAC activities and break/fix tasks for end-user devices.
• Manage full lifecycle of desktop devices including OS imaging.
• Utilize SCCM, Intune, and ServiceNow for asset tracking and ticketing.
• Ensure security patching and policy enforcement in line with IT policies.
• Deliver remote and deskside support using EUC tools and VPN clients.
• Maintain incident documentation and hardware inventories.
• Support printers, scanners, and peripheral devices as needed.

Skills

End-user support

On-site support

Troubleshooting hardware/software

MS Office & Outlook

VPN clients

EUC tools

Windows OS

Mobile device support

ITIL practices

Tools

SCCM

Intune

ServiceNow

Active Directory

OS imaging

Job description

Skill Set : Desktop Support Engineer Level 1

Designation : Dispatch (On-site)

Language : English C1 & Local C1

Contract : B2B/Freelance

Key Responsibilities:

• 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• 5. Administered approved software installations, updates, and security patching in coordination with IT policies.
• 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• 10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
• 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic
• 13. Followed ITIL practices for incident, problem, and service request management in corporate