Desktop Support Engineer

Total It Global Pte. Ltd.; Pioneer (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

Total IT Global is seeking a Desktop Technician to deliver frontline desktop support for end users across Windows platforms, with a focus on fault diagnosis and resolution. The role involves handling hardware, software, and application issues, documenting steps in a ticketing system, and engaging supervisors to ensure consistency across shifts.

Ideal candidates will be proficient in Windows 7/8/10/11, familiar with AD and endpoint management tools, and capable of explaining complex concepts in

Qualifications

• Experience supporting Windows desktop environments in an enterprise IT setting.
• Familiarity with Active Directory, DNS, DHCP, and group policy.
• Hands-on knowledge of modern endpoint management tools (Intune, SCCM, Autopilot).

Responsibilities

• Provide day-to-day desktop support for Windows clients.
• Troubleshoot hardware, software, and application issues and document fixes.
• Support meeting rooms, AV equipment, peripherals, and mobile devices.
• Collaborate with the Service Desk to resolve end-user issues.
• Troubleshoot network/remote access and assist with printer infrastructure.
• Travel within the city as required and communicate clearly with customers.

Skills

Windows OS support

Active Directory

Intune/Autopilot

SCCM

End-user support

Troubleshooting

Office 365/Exchange

DNS/DHCP

English communication

Tools

MS SCCM

Intune

Autopilot

Job description

About the role

Desktop Technician will provide day to day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

Key responsibilities

• Provide support on Client Windows platform, for desktop/end user technologies
• Support Meeting Room, AV Room, Peripheral (audio, video and conferencing setups), collaboration tools, and mobile technologies and printing
• Work collaboratively with the Service Desk for end user break/fix and other support functions
• Troubleshoot and resolve hardware, software, and application issues
• Document steps performed to resolve challenges in a ticketing system
• Provide support for laptop/mobile devices, video conferencing, network/remote access
• Travel within the city as required
• Maintain composure and focus while troubleshooting and solving technical issues
• Communicate complex technical concepts in simple language
• Adhere to a schedule of client appointments while adapting to customer requests

About you

• Excellent working knowledge of Windows 7, 8, 10, 11
• Good working knowledge of Windows (MacOS a plus)
• Strong working knowledge of Workstations, desktop, laptop, printers/fax, and peripherals, graphics cards and network cards
• Strong knowledge of PC/Workstation builds (MS SCCM and MS MDM), Intune, Autopilot is a must
• Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy
• Basic troubleshooting knowledge of iPad, iPhone, Android, and other smart technologies
• Excellent working knowledge in asset/inventory management
• Strong Experience in Multi-Functional Printer troubleshooting
• Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable
• Excellent verbal and written communication in English

About us

At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of 'the enterprise of the future'. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle. Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation.