Desk Side Support Engineer

Responsibilities

• Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
• Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
• Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
• Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
• Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
• Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
• Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
• Troubleshoot and support hardware including laptops desktops printers and peripherals to ensure seamless system compatibility
• Provide support for Windows 10 and 11, macOS and Microsoft 365 applications ensuring users can operate effectively within the new environment
• Use Active Directory for user and group account management including password resets and permission adjustments
• Contribute to a positive IT presence through excellent customer service patience and the ability to explain technical concepts clearly
• Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
• Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment

• Minimum of 3 years in a desk side support or end-user technical support role within a corporate environment
• Associate’s or Bachelor’s degree in IT Computer Science or related field or equivalent hands-on experience
• Strong technical troubleshooting knowledge of Windows 10 and 11 macOS and Office 365 productivity tools
• Experience using Active Directory and ITSM systems such as Service Now for ticket handling and support tracking
• Ability to deliver face-to-face support with patience professionalism and a customer-first mindset
• Clear communication skills to convey solutions and technical details to users of varying technical skill levels
• A proactive self-starter with strong critical thinking problem-solving and time management abilities

• To acquire experience in different critical industries and projects while working for the same company;
• To have a competitive salary and a great benefits package
• To access trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices;
• To have a clear career development plan that suits your goals;
• To have the possibility of working abroad through our mobility program thanks to our international presence;
• To join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued
• To be part of a team where having fun is essential