What does a Desktop Engineer do?
Desktop engineers are the technology problem solvers responsible for establishing, diagnosing, repairing and maintaining, and upgrading hardware and computer equipment. They respond to client support requests and contact them to determine their issue or problem. They sometimes need to travel to the client's location and often connect to the computer using remote access or links.
Desktop engineers troubleshoot hardware and software issues and install and maintain hardware and computer peripherals. They are responsible for installing and upgrading operating systems and computer software and for troubleshooting network connectivity issues. They advise end-users on software or hardware upgrades and provide basic training on computer operation and management. Because their work often involves creating work tickets, they ensure all open requests are resolved and write reports and complete them as needed. Desktop engineers need a degree in computer science or related fields.
- Serve as technical team lead on programs or projects that are assigned by management.
- Research, analyze, evaluate and provide recommendations to management on future technology direction.
- Provide training, mentoring, consulting, and knowledge transfer to other engineering staff.
- Work with M&A team to configure, test and deploy hardware configurations to new LPL team members.
- Produce and maintain desktop standards, knowledge base, operating procedures, guidelines and system documentation.
- Manage and evaluate performance of the Desktop Engineering team.
- Manage and ensure the adherence of SLAs across the towers.
- Develop and implement engineering standards and processes.
- Troubleshoot hardware and application configurations as it relates to workstation performance and end user experience.
- Serve as an escalation point of contact with the primary focus on restoring the services.
- Package, test, and deploy system and application updates/patches to the end-user environment.
- Build automation into daily processes to improve the ease of doing business.
- Manage multiple end-user support and business as usual requests effectively.
- Manage and maintain, master images for all business units and consultants.
- Ensure that effective communication is maintained with the executives, business leadership during a major incident.
- Determine priorities for personnel to meet operational and project goals.
- Recommend and implement improvements to desktop architecture and design.
- Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.
- Keep the knowledge base and runbook for the team updated with new resolution and process appropriately.
- Appropriately manage operations and conduct operational review meeting with customer stakeholders.
- Act as an internal consultant and architect for the IT Engineering and Operations Management.
- Bachelor's or Graduate's Degree in computer engineering, computer science, engineering or information systems, or equivalent experience.
- Fluent in a variety of programming languages, software, and systems.
- Experience with computing, topologies, scripting, and operating systems.
- A natural problem solver.
- Fluent in computer literacy practices and procedures.
- Demonstrated sound attention to detail.
- Fluent in mechanisms such as anti-virus, peripheral, workstations, and cloud.
- Attention to detail and the ability to multitask in a fast paced environment in order to achieve business goals and objectives.
Desktop Engineer Salaries near Hong Kong
Average Base Pay
Desktop Engineer Career Path
Learn how to become a Desktop Engineer, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Desktop Engineer Insights
Collabera“No career growth and they lie about the job responsibilities as well as the job position.”
Packers Plus“Career development was always an important aspect of the job and everyone was expected to complete goals towards development.”
NCS“outsource agency hired was not the best for me always best to be direct hired.”
Exponential-e“Career progression is not impossible but not made easy”
NCS“slow or no career progression”
Teleperformance“Pay and compensation is not the best”
Technip Energies“Promotion is slow but achievable.”
iomart“They promise the world in career development etc but deliver very little Littlemart more like.”
Frequently asked questions about the role and responsibilities of a Desktop Engineer
- Technical Support Specialist
- Technical Support Engineer
- Helpdesk Technician
- Support Engineer