TESTQ Technologies
Desktop Support Engineer
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Deskside Engineer
We are seeking a customer-focused and technically skilled Deskside Engineer to support end-user computing and workplace technology services during large-scale laptop migration and workplace transformation initiatives. The engineer will provide hands-on support throughout the device migration lifecycle ensuring a seamless user experience, minimizing business disruption, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Monitor and manage ITSM support queues related to migration activities, ensuring incidents and service requests are addressed within agreed SLAs
- Provide end-user support during laptop rebuild, refresh, and migration activities
- Perform device setup, imaging, configuration, and validation activities
- Assist with software and application installations, upgrades, and post-migration configuration
- Support users in accessing business applications, network drives, printers, reports, VPN, and collaboration tools following migration
- Troubleshoot migration-related hardware, software, connectivity, and user profile issues
- Respond to user queries regarding changes in user experience, new technologies, and revised ways of working
- Provide deskside, walkup, remote, and white-glove support as required
- Document incidents, service requests, and resolutions in the ITSM platform
- Coordinate with infrastructure, applications, network, security, and service desk teams for issue resolution
- Escalate complex technical issues to appropriate resolver groups and track them through closure
- Ensure compliance with organizational IT policies, security standards, and asset management processes
- Deliver excellent customer service and maintain effective communication with business users throughout the migration process
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Required Skills & Experience
- 10 years of experience in Deskside Support, Desktop Support, or End User Computing (EUC) environments
- Strong knowledge of Windows 10/11 operating systems and laptop deployment processes
- Experience with laptop imaging, device provisioning, user profile migration, and hardware troubleshooting
- Hands-on experience with Microsoft 365, Outlook, Teams, OneDrive, and Office applications
- Understanding of Active Directory, Azure AD, Entra ID, Intune, SCCM/ECM, and endpoint management tools
- Knowledge of VPN, network connectivity, wireless technologies, and printer support
- Familiarity with ServiceNow or other ITSM platforms
- Working knowledge of ITIL service management processes
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written communication skills with a customer-first approach
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Preferred Skills
- Experience supporting enterprise laptop refresh or migration programs
- Knowledge of Microsoft Intune Autopilot deployment
- Experience with application packaging and deployment tools
- Certifications such as ITIL Foundation, Microsoft Modern Desktop Administrator, or equivalent
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