Reports to: Team Lead / Service Delivery Manager
📌 Job Summary
The Deskside Support Engineer acts as a bridge between Level 1 and Level 2, handling more advanced troubleshooting, hardware break-fix, and user issues that require deeper technical skills, while still being customer-facing onsite.
🛠Key Responsibilities
- Provide onsite deskside support beyond basic L1 scope
- Troubleshoot Windows OS issues, blue screens, profile issues
- Perform hardware break-fix (RAM, SSD, battery, screens)
- Image/re-image devices and deploy standard builds
- Support AD/Azure AD tasks: unlocks, group membership, basic permissions
- Configure email, profiles, and M365 apps
- Troubleshoot network issues (Wi-Fi, LAN, VPN, IP settings)
- Support printers and drivers
- Assist with AV/meeting rooms (Teams Rooms, Zoom, projectors)
- Handle VIP/user escalations from L1
- Work with vendors for basic warranty cases (HP/Dell/Lenovo)
- Maintain asset updates and documentation
- Ensure tickets meet SLA and quality standards
- Escalate complex issues to L2/L3 with proper diagnostics
🎓 Required Skills & Experience
- 1–3 years of deskside/desktop support experience
- Strong Windows 10/11 troubleshooting skills
- Hands-on hardware break-fix experience
- Working knowledge of Active Directory & Microsoft 365
- Basic networking: TCP/IP, DNS, DHCP
- Experience with imaging tools (SCCM/Intune or similar)
- Familiar with ITSM tools
✅ Nice to Have
- CompTIA A+, Network+
- ITIL Foundation
- Exposure to Intune, SCCM, JAMF
- MSP or multi-site experience
Interested candidates are invited to apply through the portal below with their CV.
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