The Windows Desktop Engineer shall have the following responsibilities:
● Advanced Technical Support:
• Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.
• Diagnose and resolve complex hardware and software problems.
• Perform root cause analysis for recurring issues and implement permanent fixes.
● System Maintenance and Optimization:
• Ensure the stability, security, and performance of Windows desktop systems.
• Apply patches, updates, and configuration changes to maintain compliance and security standards.
● Incident and Problem Management:
• Manage and resolve high-priority incidents and problems within SLAs.
• Document resolutions and create knowledge base articles to improve future support processes.
• Conduct post-incident reviews to identify improvements.
● Collaboration and Project Support:
• Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.
• Assist in the design and implementation of new technologies and solutions.
• Participate in planning and execution of system upgrades and migrations.
● User Support and Training:
• Provide guidance and training to Tier 1 and Tier 2 support staff.
• Assist end-users with complex technical issues and provide advanced troubleshooting.
● Documentation and Reporting:
• Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
• Generate reports on system performance, incident resolution, and other metrics as required.
This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.

Mandatory Skills:

• Advanced troubleshooting skills and ability to diagnose  complex issues.
• Excellent communication and interpersonal skills
• Experience with endpoint security solutions.
• Experience with scripting and automation (e.g., PowerShell).
• Experience with system imaging, deployment, and management tools (SCCM, MDT).
• Familiarity with cloud services and integration (e.g., Microsoft Azure).
• Knowledge of ITIL framework and best practices.
• Proficiency with Active Directory, Group Policy, and network configurations.
• Strong documentation and organizational skills.
• Strong understanding of hardware components, peripheral devices, and drivers.
• Windows operating systems (Windows 10, Windows 11) and related technologies.
• No degree + 20 yrs, Bachelors Degree + 15 yrs. 
• CompTIA Security+ CE