Scope of work
We are seeking a highly skilled Desktop Support engineer to support users in the Miami office. This role requires good background in IT systems, as well as hands-on experience with laptops, and user support. This role requires a proactive and professional individual with strong troubleshooting skills, excellent communication, and the ability to work in a fast-paced, high-pressure environment. The successful candidate will ensure the seamless operation of IT services.
Key Responsibilities / Accountabilities
· 1st - 2nd line IT desktop and remote support to global office employees, primarily in the Miami location
· VIP user support to senior management
· Managing tickets via service management tool ServiceNow ITSM
· Advanced troubleshooting and root cause analysis
· Liaising with and delegating tasks to relevant teams for escalation
· Mobile device support Apple & Android
· Assisting the Desktop Team Lead with escalations
· Active Directory Users and Computer administration
· Responding to and resolving hardware-related warranty support tickets in accordance with vendor guidelines
· MAC OS X support
· Set-Up of new joiner equipment
· Maintain accurate records of assets and deployment activities.
· Assist with user training and documentation where necessary.
· Collaborate with the EUC and Service Desk teams to ensure seamless user experience.
· Provisioning and configuring laptops for end users using Microsoft AutoPilot, ensuring devices are built to company standards
· Participate in ad-hoc support requests, Desk moves, Desk side support
· Supporting the business core hours 8 am to 6 pm rota basis (Mon-Fri)
Schedule
· Monday, Oct 13, 2025
· Starting at 8:00 AM