HelpdeskEngineer

Role : Helpdesk Engineer

Skills :

Hands-on Hardware

OS & Application Expertise

Endpoint Tools

Mindset

• Key Responsibilities

• Onsite & Physical Troubleshooting: Provide direct, walk-up, and desk-side support for laptops, desktops, and peripherals. Personally diagnose and resolve OS, application, network, and hardware issues (e.g., replacing RAM, SSDs, docks, and accessories).

• Asset & Inventory Management: Take end-to-end physical ownership of IT assets. Handle laptop provisioning, deployment, asset tagging, physical inventory reconciliation, laptop swaps/refreshes, leaver collections, and warranty/RMA processing while keeping asset records up to date.

• Endpoint Remediation & Patching: Active management of endpoint health. Troubleshoot and remediate failed patch deployments or security vulnerabilities on user devices using tools such as Intune, SCCM/MECM, or ManageEngine.

• Urgent Walk-Up Resolution: Rapidly prioritize and resolve walk-up incidents (e.g., performance degradation, Outlook corruption, Wi-Fi/VPN connectivity drops) under tight deadlines by performing root-cause analysis and delivering effective workarounds or permanent fixes.