Key Skills

Job Description

ABOUT US:- At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of ‘the enterprise of the future’. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle. Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation. Our URL :- https://totalitglobal.com/ Desktop Support Engineer Role Overview Key Responsibilities Provide field support operations across one or more customer sites, ensuring consistent and effective IT service delivery. Provide VIP/executive support and manage high-priority incidents with a strong focus on customer experience. Support and coordinate field support team activities, including providing technical guidance and assistance to junior team members. Perform Install, Move, Add, Change (IMAC) activities, including workstation and peripheral installations, relocations, upgrades, and configuration changes. Diagnose and resolve break-fix hardware and software issues and provide deskside/end-user support as required. Troubleshoot and support Microsoft Windows operating systems, Microsoft Office, and common business applications. Stage, build, configure, and image systems using the organization's standard client image (eCore) and established deployment processes. Provide advanced support for macOS and iOS environments, including device administration, configuration, troubleshooting, imaging, and endpoint deployment. Support mobile devices and associated endpoint management requirements. Assist with the management and deployment of policies, user certificates, and keychains where required. Provide support for manufacturing/shop-floor technology, including handheld devices, laptops, barcode scanners, and related equipment. Execute special projects and customer-requested technical initiatives in accordance with defined requirements and timelines. Perform data collection and preservation activities associated with system migrations, investigations, and/or eDiscovery requirements. Provide technical training, knowledge transfer, and mentoring to junior IT support personnel. Collaborate with remote infrastructure, network, security, and other technical teams to resolve complex incidents. Maintain accurate documentation of incidents, changes, configurations, and support activities in accordance with customer processes. Follow established IT service management, security, compliance, and operational procedures. Ensure a professional, customer-focused experience while working with end users, business stakeholders, and technical teams. Required Qualifications & Skills 2–5 years of experience in deskside, field, or end-user support services. Strong knowledge and hands-on experience supporting Microsoft Windows operating systems. Strong working knowledge of Microsoft Office and common business applications. Advanced knowledge of macOS and iOS environments, including administration and troubleshooting. Advanced understanding of macOS imaging and endpoint deployment processes. Advanced knowledge of mobile device support and troubleshooting. Basic understanding of networking, telecommunications, compute, and storage technologies. Basic understanding of security policies, user certificates, keychains, and their management/deployment. Experience with system imaging, hardware deployment, software installation, and endpoint configuration. Experience supporting a variety of desktops, laptops, mobile devices, peripherals, and related IT equipment. Professional Skills Strong verbal and written communication skills. Strong analytical, diagnostic, and troubleshooting abilities. Excellent customer service and customer support skills. Ability to prioritize and manage multiple incidents, requests, and projects. Ability to work independently across multiple customer sites while collaborating effectively with remote teams. Strong organizational skills and attention to detail. Ability to provide technical guidance and training to junior team members. Ability to work effectively in both corporate office and manufacturing/shop-floor environments. Preferred Certifications One or more of the following certifications is desirable: CompTIA A+ Microsoft Certified Professional (MCP) Microsoft Certified Solutions Expert (MCSE) Other equivalent industry-recognized IT support or endpoint management certifications Key Competencies Customer Service Excellence Technical Troubleshooting Endpoint & Device Management macOS/iOS Administration Windows Support Incident & Request Management VIP/Executive Support Team Leadership & Mentoring Communication & Collaboration Problem Solving Project Support

Core Responsibilities

Provide field and deskside IT support across customer sites, focusing on hardware and software troubleshooting for Windows, macOS, and iOS environments. Manage high-priority VIP incidents and coordinate technical activities, including system imaging and deployment.

Requirements

Requires 2-5 years of experience in end-user support with advanced knowledge of Apple and Microsoft ecosystems. Strong communication skills and the ability to work in both office and manufacturing environments are essential.