[LPS] Desktop Engineer - Contractual

Lenovo PCCW Solutions; Santo Niño 1st; On-site; PHP 391,000 - 614,000; Full time

Job summary

Lenovo PCCW Solutions is seeking a Desktop Support Engineer to deliver L2 IT support and hardware/software management. The role covers Windows/MacOS imaging, software deployment, and asset management in a fast-paced environment.

The candidate should have 3–5 years in end-user support, strong problem-solving, and excellent communication skills. Familiarity with ServiceNow and ITIL/Microsoft certifications is preferred, with a focus on timely, quality service delivery.

Qualifications

• Minimum 3 to 5 years of experience in endpoint support and project handling.
• Diploma or bachelor's degree in information technology, Computer Science, or related field.
• ITIL certification and Microsoft certifications are desirable.

Responsibilities

• Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
• Assist in Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment.
• Troubleshoot M365, Outlook, MS Teams, OneDrive, SharePoint and Microsoft Office applications Word, Excel, PowerPoint.
• Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate.
• Baseline image creation and tailoring of Windows operating system images to form a core baseline.
• Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading.
• Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks.
• Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates.
• Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed.
• Respond to customer escalations in person and/or via email in a timely manner

Skills

Problem-solving

Multitasking

Team player

Communication

Education

IT/CS degree

ITIL certification

Microsoft certifications

Tools

ServiceNow

Intune

Active Directory

O365

Job description

Desktop Support Engineer is responsible for the daily L2 IT support and management and Tech Refresh of hardware and software systems within the organisation.

Key responsibilities

• Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues
• Assist in the hardware and software, Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment
• Troubleshoot M365, Outlook, MS Teams, One Drive, SharePoint and Microsoft office applications Word, Excel, PowerPoint
• Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate
• Baseline image creation and tailoring of Windows operating system images to form a core baseline
• Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading
• Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks
• Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates
• Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed
• Respond to customer escalations in person and/or via email in a timely manner

About you

• Diploma or bachelor's degree in information technology, Computer Science, or related field
• Minimum 3 to 5 years of experience in endpoint support and project handling
• Strong hands-on technical support experience of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Installing, Upgrading and Anti-Virus, LAN and VPN
• ITIL certification, Microsoft certifications
• Familiarity with ServiceNow ticketing system, CMDB, Asset management
• Excellent problem-solving skills in a multi-tasking, fast-paced and complex work environment
• Ability to work as a team and independently with minimum supervision
• Strong communication and writing skills

#LPS

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