Desktop Engineer Perform asset onboarding and offboarding of end users Responsible for software and asset management (including asset disposal, commissioning, and decommissioning) Support all end-user desktop activities such as software upgrades, patching, computer imaging, deploying build images. Resolves issues related to desktop computing, software, and hardware Performing break-fix issues on: Desktop/Laptop, IT Peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, VPN connectivity issues, etc. Handle end user concerns / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to endpoints Perform Level 2 and above diagnosis / resolution on endpoints devices Responsible for service requests to be constantly acknowledged, prioritized, resolved to agreed SLA; or ensure to send to resolver groups as necessary Liaise with other support teams as required to resolve requests / issues in a timely manner Perform incident/requests closure, verifying problem resolution with users and documenting resolution procedures Perform monthly reporting to relevant teams and stakeholders Participate in tech refresh or transformation activities Consistently consult direct manager in evaluating requirements and execution Support all business areas with technical expertise and provide outstanding service to end users Provide special support for VIP users if necessary Minimum 5 years’ experience in IT Excellent knowledge to build, deploy, upgrade Windows, Mac, and automatic deployment such as WSUS, Intune, Managed Engine, MDT, Active Directory Basic network infrastructure skills Ability to stay calm under pressure and very well organized in advancing tasks assigned Ability to communicate and supervise 3rd party vendor effectively on asset disposal, delivery, etc Ability to manage asset inventory very well Knowledge in ServiceNow, JIRA, Confluence Strong skills in Microsoft Excel At minimum, Bachelor’s Degree in IT/Computer Engineering or similar Professional Certification(s): MSCA or CCNA (preferred) Experience in technology refresh projects Ability to create and document processes Immediate availability is preferred Experience Education