1st 2nd and 3rd Line Desk side Support- Ad-Hoc

We are seeking skilled and motivated Desk Side Support Engineers to provide 1st, 2nd, and 3rd line technical support across our organization. The successful candidates will be responsible for diagnosing and resolving technical issues, escalating complex problems, and ensuring seamless IT operations for end-users directly at their desks.

• Act as the first point of contact for IT-related issues at the user’s location.

• Provide basic troubleshooting for hardware, software, and network-related issues.

• Assist users with password resets, account management, and general IT queries.

• Log and categorize incidents in the ITSM system and escalate when necessary.

• Follow established procedures for resolving common IT issues.

• Ensure excellent customer service and effective communication with end-users.

• Assist in setting up and configuring desktop and laptop devices.

• Handle escalations from 1st Line Support and provide more in-depth technical assistance.

• Troubleshoot and resolve software, hardware, and network issues directly at the user’s workstation.

• Support enterprise applications, Active Directory, and Office 365 administration.

• Assist in setting up and maintaining IT infrastructure, including local network devices.

• Provide remote and on-site support to end-users.

• Collaborate with 3rd Line Support for complex technical issues.

• Maintain technical documentation and contribute to knowledge base articles.

• Support AV equipment and meeting room setups.

• Take ownership of complex technical issues escalated from 2nd Line Support.

• Administer and maintain servers, networks, virtualization, and cloud environments.

• Perform root cause analysis on recurring IT problems and implement long-term solutions.

• Manage IT security measures, backup solutions, and disaster recovery processes.

• Collaborate with IT vendors and service providers for troubleshooting and upgrades.

• Lead IT projects, system upgrades, and implementations.

• Develop and enforce IT policies, best practices, and standard operating procedures.

• Provide high-level support for VIP users and executive teams.

• Basic knowledge of Windows and Mac operating systems.

• Understanding of networking principles (IP addressing, DNS, DHCP).

• Strong communication and problem-solving skills.

• Previous experience in an IT support/helpdesk role (desirable).

• Ability to troubleshoot hardware issues (printers, desktops, laptops, peripherals).

• Hands-on experience with Active Directory, Office 365, and remote desktop solutions.

• Experience troubleshooting software, hardware, and network issues.

• Good knowledge of ITIL principles and ticketing systems.

• Ability to diagnose and resolve mid-level technical issues.

• Experience with mobile device management (MDM) solutions.

• Extensive experience with Windows Server, Linux, and virtualization technologies (VMware/Hyper-V).

• Strong networking skills (firewalls, VPN, VLANs, switches, routers).

• Experience managing cloud platforms (Azure/AWS).

• Strong scripting and automation knowledge (PowerShell, Bash).

• Proven experience in IT infrastructure management and security best practices.

• Ability to support complex IT environments, including VIP users and business-critical systems.

• Competitive salary and benefits package.

• Opportunities for career growth and professional development.

• Supportive and collaborative team environment.

• Exposure to cutting-edge IT technologies and projects.

If you are passionate about desk side IT support and want to grow your career in a dynamic environment, apply today!