Desktop Support Engineer

Location: 5101 Westinghouse Blvd, Charlotte, NC 28273

Work Schedule: Monday to Friday, 8 hours/day onsite support.

Duration: ASAP till 31st January 2027 + extendable.

Position Overview: We are seeking an experienced and customer-focused Desktop OSS (Onsite Support Services) Support Engineer with 3+ years of hands-on IT support experience. The engineer will provide daily onsite technical support for end users, manage desktop-related issues, deploy IT equipment, and coordinate with global IT teams to ensure smooth operational continuity.

Key Responsibilities: Desktop & End-User Support: Provide onsite support for desktops, laptops, printers, monitors, and mobile devices. Install, upgrade, configure, and troubleshoot Windows 10/11 and basic macOS environments. Resolve incidents and service requests raised via enterprise ticketing tools (Service Now, Jira, Remedy).Assist with Wi-Fi/LAN connectivity issues, VPN troubleshooting, MFA setup, and email/Outlook support. Support standard applications including Microsoft 365, Teams, Office suite, browsers, and collaboration tools. Operational & OSS Support: Perform workstation deployments, system imaging, equipment refresh, and asset tagging. Maintain and track IT inventory including laptops, desktops, accessories, consumables, and loaner devices. Coordinate escalations with L2/L3, Network, and Infrastructure teams. Maintain accurate documentation: SOPs, KB articles, troubleshooting guides, and checklists. Ensure all IT practices comply with corporate security standards and policies. User Experience & Communication: Deliver professional, timely, and customer-centric support to all employees. Communicate technical information clearly to non-technical users. Conduct basic user training and onboarding support when required. Update ticket notes promptly with detailed troubleshooting steps and resolution summaries.

Required Skills & Qualifications: Minimum 3+ years of proven experience in desktop support, service desk, or OSS roles. Hands-on expertise with Windows OS troubleshooting and basic macOS knowledge. Strong understanding of desktop hardware, imaging tools, antivirus/endpoint security, and device management. Basic knowledge of networking concepts: IP, DNS, DHCP, Wi-Fi troubleshooting. Experience using enterprise ticketing systems such as Service Now (preferred).Ability to handle high-volume support environments. Fluency in English (speaking & writing).

Preferred Qualifications: Experience with AD, SCCM, Intune, remote support utilities. Experience in multinational corporate environments.

Certifications: CompTIA A+, Microsoft MTA/MCSA, ITIL Foundation.

Soft Skills: Strong analytical, troubleshooting, and communication skills. Ability to work independently with minimal supervision. High level of ownership, responsibility, and customer service mindset. Good time management and prioritization skills.