# Job Description – Desktop Support Engineer (Windows & Microsoft 365)
## Job Title
**Desktop Support Engineer – Windows & Microsoft 365**
Job Summary
We are seeking a proactive and customer-focused **Desktop Support Engineer** to provide first- and second-level technical support to end users. The ideal candidate will have hands-on experience with Windows operating systems, Microsoft 365, desktop hardware, software installation, troubleshooting, and IT service management. The role involves supporting end-user computing devices, maintaining IT assets, and ensuring high levels of customer satisfaction.
## Key Responsibilities
### End User Support
* Provide Level 1 and Level 2 desktop support to end users via phone, email, remote tools, and onsite visits.
* Diagnose and resolve hardware, software, and operating system issues.
* Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
* Support Microsoft Windows 10 and Windows 11 operating systems.
* Perform software installations, upgrades, and patch management.
### Microsoft 365 Support
* Configure and support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.
* Troubleshoot Outlook issues, mailbox configuration, and email synchronization.
* Assist users with Microsoft Teams meetings, collaboration, and file sharing.
* Support Microsoft 365 account setup, password resets, and license assignments.
* Troubleshoot OneDrive synchronization and SharePoint access issues.
### Hardware & Asset Management
* Install and replace desktop hardware components.
* Perform system imaging and deployment of new laptops and desktops.
* Maintain IT asset inventory, serial numbers, and asset documentation.
* Coordinate warranty repairs and hardware replacements with vendors.
### Network & Connectivity Support
* Troubleshoot LAN, Wi-Fi, VPN, and network connectivity issues.
* Configure IP settings and perform basic network diagnostics.
* Support network printers and shared resources.
* Assist with switch console access and basic network troubleshooting when required.
### User Administration
* Create, modify, and disable user accounts in Active Directory.
* Reset passwords and unlock user accounts.
* Configure user profiles and group memberships.
* Support user onboarding and offboarding activities.
### Security & Compliance
* Ensure endpoint security policies are followed.
* Install and maintain antivirus and endpoint protection software.
* Support BitLocker encryption and device compliance.
* Follow IT security policies and report security incidents.
### Documentation & Reporting
* Record all incidents and service requests in the IT Service Management (ITSM) tool.
* Maintain accurate documentation of support activities.
* Develop knowledge base articles and user guides.
* Meet agreed Service Level Agreements (SLAs).
### Additional Responsibilities
* Support meeting room equipment and video conferencing solutions.
* Assist with IT equipment audits and inventory verification.
* Coordinate with third-party vendors for issue resolution.
* Participate in after-hours or weekend support when required.
## Required Skills & Qualifications
### Education
* Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field (preferred).
### Technical Skills
* Microsoft Windows 10/11 Administration
* Microsoft 365 Administration and Support
* Microsoft Outlook, Teams, OneDrive, and SharePoint
* Active Directory and Group Policy (basic administration)
* Azure Active Directory / Microsoft Entra ID (basic knowledge)
* Printer and peripheral support
* Hardware troubleshooting (Dell, HP, Lenovo, etc.)
* Laptop/Desktop imaging and deployment
* Basic networking (TCP/IP, DNS, DHCP, VPN)
* Remote support tools (TeamViewer, AnyDesk, Quick Assist, BeyondTrust, etc.)
* ITSM tools (ServiceNow, Jira, Freshservice, ManageEngine, Zendesk, or similar)
### Preferred Skills
* Microsoft Intune / Endpoint Manager
* Windows Autopilot
* Microsoft Entra ID
* BitLocker Administration
* Remote Desktop Services
* Basic PowerShell scripting
* Mobile Device Management (MDM)
* Basic knowledge of virtualization (VMware/Hyper-V)
## Experience
* 2–5 years of experience in Desktop Support or IT Helpdesk.
* Experience supporting Microsoft 365 environments.
* Experience with Windows desktop administration and hardware troubleshooting.
* Experience working within SLA-driven support environments.
## Soft Skills
* Excellent troubleshooting and analytical skills.
* Strong verbal and written communication.
* Customer-focused approach.
* Ability to prioritize multiple tasks.
* Team player with a positive attitude.
* Ability to work independently with minimal supervision.
## Certifications (Preferred)
* Microsoft Certified: Modern Desktop Administrator Associate
* Microsoft 365 Certified: Endpoint Administrator Associate
* ITIL Foundation
* CompTIA A+
* CompTIA Network+
## Working Conditions
* Full-time position.
* Onsite / Hybrid (as per business requirement).
* May require travel to customer locations.
* Participation in on-call or shift-based support as required.
## Key Performance Indicators (KPIs)
* Incident resolution within SLA.
* First Call Resolution (FCR).
* Customer Satisfaction (CSAT).
* Ticket closure quality.
* Asset inventory accuracy.
* User onboarding/offboarding completion within SLA.
* Compliance with IT security and documentation standards.
Job Type: Contract
Contract length: 12 months
Pay: 2.400,00€ - 4.000,00€ per month
Work Location: In person
