Onsite Customer Deskside IT Engineer

Job Summary

The Deskside Engineer is responsible for providing onsite and remote technical support to end users, ensuring the effective installation, configuration, maintenance, and troubleshooting of desktop, laptop, and peripheral hardware and software. The role requires the ability to perform a wide range of deskside support activities, including hardware deployments, software installations, incident resolution, and user support, while adhering to documented procedures and service delivery standards.

The Deskside Engineer serves as a key point of contact for end users, delivering professional technical support and ensuring minimal disruption to business operations.

Key Responsibilities

Deskside Support & Incident Resolution

• Provide first and second-line technical support for desktop, laptop, peripheral, and end-user computing devices.
• Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
• Respond to service requests and incidents within agreed service level agreements (SLAs).
• Escalate complex technical issues to appropriate support teams when required.
• Maintain accurate documentation of incidents, service requests, and resolutions.

Hardware Installation, Moves, Adds and Changes (IMAC)

• Perform installation, relocation, replacement, and decommissioning of desktop and laptop equipment.
• Unpack, configure, connect, and test desktops, laptops, monitors, printers, docking stations, and associated peripherals.
• Execute hardware refresh and deployment projects.
• Perform user workstation setups and office relocations.

Operating System Deployment

Following documented procedures and written instructions, the Deskside Engineer must be able to:

• Install and configure current Microsoft Windows operating systems on desktops and laptops.
• Deploy and restore desktop and laptop images using approved imaging tools.
• Configure operating system settings in accordance with company standards.
• Perform post-installation testing and validation.

Software Installation & Configuration

Following documented procedures and written instructions, the Deskside Engineer must be able to:

• Install standard software packages, including Microsoft Office and other approved business applications.
• Execute scripted software deployments.
• Configure standard user applications and settings.
• Troubleshoot software installation and application-related issues.

Hardware Maintenance & Repair

• Diagnose and repair desktop and laptop hardware faults.
• Replace hardware components including hard drives, SSDs, memory modules, processors, cooling fans, batteries, keyboards, displays, power supplies, and other field-replaceable units.
• Perform preventative maintenance on end-user computing devices.
• Coordinate warranty repairs and vendor support engagements when required.

Troubleshooting & Technical Support

• Investigate and resolve:
  • Network connectivity issues.
  • Operating system errors and performance problems.
  • Application-related incidents.
  • Printer and peripheral issues.
  • User profile and authentication problems.
• Utilize troubleshooting methodologies to identify root causes and implement solutions.

Asset & Configuration Management

• Maintain accurate records of hardware and software assets.
• Update asset management and service management systems.
• Track equipment deployments, replacements, and recoveries.
• Ensure compliance with organizational standards and licensing requirements.

Customer Service

• Provide professional and customer-focused support to end users.
• Communicate technical information clearly to non-technical users.
• Deliver excellent customer service while maintaining a high level of technical competency.
• Provide user guidance and basic training where required.

Advanced Support Activities

• Support more complex desktop and laptop installations and configurations.
• Assist with deployment and support of endpoint management technologies.
• Participate in workstation standardization and technology improvement initiatives.
• Support enterprise device management and security policies.

Required Skills and Experience

Technical Skills

• Strong knowledge of Microsoft Windows desktop operating systems.
• Experience with desktop and laptop imaging technologies.
• Knowledge of Microsoft Office and standard business applications.
• Understanding of desktop and laptop hardware architecture.
• Basic networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi, and LAN connectivity.
• Experience troubleshooting hardware, software, and operating system issues.
• Knowledge of Active Directory user and computer administration.
• Familiarity with endpoint management tools such as Microsoft Intune, SCCM/MECM, Autopilot, or equivalent.
• Experience supporting printers, docking stations, monitors, and peripheral devices.

Professional Skills

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to follow written procedures and technical documentation accurately.
• Strong organizational and time management skills.
• Ability to work independently and within a team environment.
• Customer-focused approach to support delivery.

Qualifications

• Relevant IT qualification, diploma, or certification.
• Microsoft certifications are advantageous.
• CompTIA A+, Network+, or equivalent certifications are beneficial.
• Minimum 2–5 years of experience in a deskside support, desktop support, or end-user computing role.

Preferred Experience

• Experience working within an enterprise IT environment.
• Exposure to ITIL-based service management processes.
• Experience with endpoint security solutions.
• Familiarity with remote support tools and ticketing systems.
• Experience supporting hybrid and remote work environments.

Key Performance Indicators (KPIs)

• Incident resolution within SLA targets.
• Customer satisfaction scores.
• First-time fix rate.
• Asset management accuracy.
• Successful completion of hardware and software deployments.
• Compliance with operational and security procedures.