Deskside Support Engineer

2 days ago

Manila, National Capital Region, Philippines ARTECH TECHNOLOGY INC Full time $70,000 - $120,000 per year

We are looking for Desktop Support Engineers (L1, L2, L3) to provide end-to-end deskside support services including troubleshooting hardware/software issues, managing IMAC activities, supporting business applications, ensuring endpoint compliance, and assisting users with a wide range of technical problems. The role varies by level of experience and includes mentoring, SOP creation, and escalations for higher levels.


Key Responsibilities:
Desktop Support Engineer – L1
  • Provide first level support for desktops, laptops, printers, and peripheral devices.
  • Monitor ticket queue and provide hands-and-feet support for assigned issues.
  • Understand and resolve basic OS-related issues (Windows).
  • Troubleshoot email clients, printing issues, VPN, and connectivity problems.
  • Perform IMAC activities (Install, Move, Add, Change).
  • Install and update OS, Office applications, and other software packages.
  • Handle basic Citrix, AWS, AVD, VMWare, and RDP client support.
  • Ensure compliance with endpoint controls and company policies.
  • Document solutions and close tickets with proper resolution codes.
  • Escalate issues to appropriate teams as needed.

Desktop Support Engineer – L2
  • Provide second level support and act as a point of escalation for L1 engineers.
  • Guide and train L1 engineers on troubleshooting techniques and SOPs.
  • Troubleshoot laptop hardware, OS, and application issues.
  • Perform advanced device configuration (PDA, peripherals).
  • Manage laptop IMAC tasks and support business-critical applications.
  • Ensure security compliance (Encryption, AV, Patch Management, Admin Rights, DLP, etc.).
  • Work with stakeholders to build trust and maintain satisfaction.
  • Contribute to knowledge base/SOP creation.
  • Maintain ticket SLAs and support queue management.

Desktop Support Engineer – L3
  • Own and drive complex desk-side support issues to resolution.
  • Provide root cause analysis and long-term solutions.
  • Write and maintain detailed SOPs for L1 and L2 use.
  • Mentor and train L1/L2 teams.
  • Develop scripts (e.g., PowerShell) to automate repetitive tasks or support functions.
  • Provide escalated support and collaborate with cross-functional teams.
  • Support MDM solutions and ensure compliance with endpoint policies.
  • Possess strong understanding of Active Directory, Group Policies, and domain management.
  • Have working knowledge of networking and voice infrastructure.

Must-Have Skills (All Levels):
  • Operating System Experience (Windows 10/11)
  • IMAC Support (Install, Move, Add, Change)
  • Active Directory (AD) & Group Policies
  • Basic Networking and VPN troubleshooting
  • Incident & SLA Management
  • Excellent communication and documentation skills
  • Customer-centric approach and professional business etiquette

Additional Skills (Required for L2/L3):
  • Knowledge of Microsoft 365, Azure, MDM tools
  • Experience with Citrix, VMware, AVD, AWS Clients
  • Familiarity with scripting (PowerShell) – L3
  • Security controls (Encryption, Patch Management, DLP, Admin Rights)
  • Experience in Knowledge Management and SOP creation

Certifications (Preferred for L3):
  • VMware / Citrix Certifications
  • ITIL v4 Foundation

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