Desktop Side Support Engineer

Bucharest, Romania

Desktop Side Support Engineer

Job Description

Onsite, Full-time 8 am to 5 pm

Job Responsibilities

Advanced Hardware Troubleshooting & Repair

• Diagnosing intermittent or complex hardware failures (e.g., persistent BSODs related to hardware, motherboard issues, power supply failures requiring replacement).
• Performing component-level replacements beyond basic reseating (e.g., replacing motherboards, CPUs, screens, internal power supplies, non-hot-swappable drives).
• Utilizing specialized hardware diagnostic tools and vendor-specific utilities.
• Managing hardware warranty claims and coordinating with vendors for repairs or replacements.
• Ordering – ITIL Best Practice

Order Initiation

Order Entry

Order Validation

Order Fulfilment Monitoring

Documentation & Compliance

Reporting – Standard Process

Daily/Weekly Operational Reporting

Monthly Performance Reporting

Exception & Issue Reporting

Audit & Compliance Reporting

Advanced Software & OS Troubleshooting

• Resolving persistent operating system corruption, boot failures, and complex performance issues.
• Diagnosing and remediating advanced malware infections, rootkits, or persistent virus issues.
• Troubleshooting complex application conflicts, compatibility issues, and integration problems.
• Analyzing system logs, crash dumps, and event viewer entries for root cause identification.
• Troubleshooting complex network connectivity issues on end-user devices (e.g., VPN client failures, DNS resolution problems, Group Policy related network issues).
• Resolving user profile corruption and data recovery from failed drives (if possible).

System Rebuild & Data Recovery

• Performing operating system re-installs and system imaging/re-imaging when necessary due to severe corruption or hardware replacement.
• Executing data backup and restoration procedures for users facing critical hardware failures.

Collaboration & Knowledge Management

• Collaborating closely with L1 support, providing guidance and technical assistance.
• Working with other IT teams (e.g., Network, Server, Security, Application Development) to resolve cross-functional breakfix issues.
• Creating and updating detailed troubleshooting guides, knowledge base articles, and standard operating procedures for L1 and self-service.
• Identifying recurring breakfix issues and proposing preventative measures or solutions.

Remote Support (Advanced)

Proficiently using advanced remote control tools to perform in-depth diagnostics and repairs without physical presence, including accessing BIOS/UEFI settings or safe mode remotely.

Required Skills

Support