Desktop Support Engineer

Must Have Skills:

Desktop Support Engineer, White Glove Support, Mac OS environments

Nice to have skills:

Good communication and problem-solving skills

Role Overview:

We are seeking an experienced Desktop Support Engineer with strong expertise in White Glove Support for Executive Leadership Team (ELT) users of a high end premium retail organization. This role demands exceptional communication skills, deep technical knowledge, and a strong customer first mindset. The engineer will support high visibility VIP executives, ensuring seamless technology experience with minimal downtime.

Key Responsibilities:

• Provide first-level and second-level technical support to end users.
• Install, configure, and upgrade hardware, software, and peripheral devices.
• Troubleshoot system issues including desktops, laptops, printers, networks, and applications.
• Perform system maintenance, diagnostics, and updates as required.
• Manage user accounts, permissions, and workstation configurations.
• Resolve issues through remote troubleshooting tools when required.
• Document technical issues, resolutions, and maintain logs for future reference.
• Coordinate with internal teams or external vendors for unresolved issues.
• Ensure minimal downtime by proactively identifying and resolving potential issues.

Required Skills & Qualifications:

• Proven work experience as a Desktop Support Engineer, IT Support Technician, or similar role.
• Strong understanding of Windows OS, basic networking, and system configurations.
• Hands-on experience in installing and troubleshooting:

Operating systems

Software applications

Hardware components

• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, MS Quick Assist, etc.).
• Excellent communication skills with the ability to explain technical topics clearly.
• Strong problem-solving attitude and ability to work under minimal supervision.
• Customer-focused approach with a commitment to delivering high-quality support.

Preferred Qualifications:

• Certifications such as CompTIA A+, Microsoft MCP/MCSA, or equivalent.
• Knowledge of ITSM tools like ServiceNow, Jira, ManageEngine, etc.
• Experience in Active Directory, user account management, and basic network troubleshooting.

Soft Skills:

• Strong interpersonal skills
• Strong executive presence and communication clarity
• Patience and customer empathy
• Ability to multitask and prioritize
• Team-oriented mindset
• Problem-solving with a calm, customer-centric approach

Preferred Qualifications:

• Experience working in luxury retail, executive offices, or high-pressure corporate environments.
• Certifications such as CompTIA A+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.
• Familiarity with end-user device lifecycle management and asset tracking