About Desktop Support Engineer

1. A Day in Life
of Desktop Support Engineer/
IT-Support Engineer
Alok Singh

2. Job Roles and Responsibilities of
Desktop Support Engineer
 The job of a desktop engineer is to solve technical problems of a computer user.
 Walk customers through installing applications and computer peripherals.
 Guide users with simple, step-by-step instructions.
 Conduct remote troubleshooting.
 Customize desktop applications to meet user needs.
 Direct unresolved issues to the next level of support personnel.
 Report customer feedback and potential product requests.

3. Levels of Desktop Support Engineer
 Level 1 is Trainee: At this level engineers has to perform some simple jobs like installing and
operating system, helping users and other easier jobs like assembling computer.
 Level 2 is of Desktop Support Engineer: They are involved in keeping the computer
network up to date with essential patches, perform small tasks on server and interact with
various vendors.
 Level 3 is of the System Administrator: They are the lead engineer. They are responsible for
everything related to computers and the network. They mainly involves performing tasks on
the server, interaction with other department or updating the entire network with critical
changes.

5. Job Roles and Responsibilities of
IT Support Engineer
 Diagnose and resolve technical issues.
 Provide desktop and server support.
 Setting up and configuring new laptops and desktops.
 Install authorized software to laptops and desktops
 Ensuring security and upgrades are applied and kept up to date on desktops and laptops.
 Antivirus installation to all desktops and laptops.
 Fault-finding to laptops and desktops.
 Escalate IT issues to the IT Manager where necessary.
Duties/Areas of Responsibility :

6. Competencies required for Desktop or
IT Support Engineer
Although this area of work is open to all graduates and those with hardware and networking diploma/degree, the
following subjects may improve your chances for rapid carrier growth.
 Metric(Grade 12).
 College diploma or university degree in the field of computer science and/or Information Technology.
 Industry certifications, which include:
1. JCHNE (Jetking Certified Hardware & Networking Engineer).
2. CCNA (Cisco Certified Network Associate
3. MNA (Master in Network Administrator)
4. MCP (Microsoft Certified Professional)
5. MCSE (Microsoft Certified Solutions Expert)
6. ITIL (Information Technology Infrastructure Library)
Technical qualifications:-

7. Competencies required for Desktop or
IT Support Engineer
 the ability to think logically;
 a good memory of how software and operating systems work;
 excellent listening and questioning skills, combined with the ability to interact confidently with
clients to establish what the problem is and explain the solution;
 the ability to work well in a team;
 problem solving skills;
 a strong customer focus;
 the ability to priorities’ your workload;
Skills:-