Desktop Support Engineer

• Monitor, triage, update, and resolve assigned incidents and service requests through the Incident/Help Desk Management System while following documented procedures and SLA expectations.
• Escalate complex or unresolved technical issues to senior Desktop Support Analysts, leads, or specialized support teams with clear notes and troubleshooting details.
• Ensure accurate documentation of resolutions and updates in the ticketing

• Work with IT support teams and business users to resolve routine technical issues, support onboarding activities, and maintain a reliable desktop support experience.
• Participate in basic project support activities such as equipment preparation, deployment assistance, user testing, and post-deployment follow-up.
• Coordinate with partner teams when directed to gather information, confirm requirements, and support standard escalation procedures.

• Learn and follow established desktop support standards, troubleshooting steps, and escalation paths.
• Demonstrate professional, customer-focused behavior when supporting users in person, by phone, through chat, or remotely.
• Follow corporate governance standards, security policies, and approved support procedures when handling devices, accounts, and user data.
• Support the development and maintenance of documentation, including Knowledge Base articles and standard operating procedures.
• Attend team meetings and training sessions to build technical knowledge, understand support priorities, and stay aligned with team procedures.

• Assist with tracking, preparing, deploying, collecting, and updating inventory records for desktop equipment, peripherals, and assigned assets.

• Participate in scheduled remote satellite office wellness visits as (Company paid travel & reimbursed expenses will be provided)
• Work flexible hours, including evenings and weekends, when
• Perform other related duties as

To Land this role you will need:

• Basic working knowledge of Windows desktop operating systems, including Windows 11.
• Excellent customer service orientation with the ability to maintain professionalism under
• Good problem-solving skills with the ability to follow troubleshooting steps, ask clarifying questions, and prioritize assigned work appropriately.
• Clear verbal and written communication skills, with the ability to explain basic technical steps to technical and non-technical users.
• Willingness to learn new tools, processes, and support procedures in a team-oriented environment.
• Strong attention to detail, work ethic, and
• Ability to interpret and apply policies, procedures, and technical
• Ability to lift and install heavy desktop
• Ability to work for extended periods at a computer

What will make you stand out:

• 2+ years of desktop support, help desk, technical support, internship, lab, or equivalent hands-on technology experience.
• Basic familiarity with Microsoft 365 applications such as Outlook, Teams, Word, Excel, and OneDrive.
• Exposure to endpoint management or deployment tools such as Microsoft Intune, Autopilot, or SCCM is preferred but not required.
• Basic understanding of IT security practices, including password handling, device protection, and appropriate access control.
• Interest in learning financial services technology and business applications is preferred.
• Exposure to virtual desktop environments is preferred but not required.
• Experience or familiarity with remote support tools is preferred but not required.

• High School Diploma required, Associate’s Degree or higher
• UK equivalent: A-Level Standard required; Degree
• Industry certifications preferred (e.g., A+, Network+, Microsoft, HP, Dell).

Working environment:

• On-site (5 days in office per week)