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Position: Desktop Support Engineer (ETO)
Job Time: Full-Time
Job Type: Permanent
Place of Work: Gonder, Amhara Region - Ethiopia
Posted date: 1 month ago
Deadline: Submition date is over

Job Description

Desktop Technician will provide daily local or remote support for desktop-related issues. This includes receiving incoming calls, addressing inquiries, troubleshooting hardware, software, and application problems, and documenting the steps taken to resolve challenges in a ticketing system. The candidate will also ensure customer satisfaction by resolving calls and collaborating with supervisors and managers to maintain consistent operations throughout the IT Support Center.

Desktop Support Engineer's primary responsibilities include diagnosing and resolving hardware and software issues, analyzing various core operating systems and platforms, and delivering support for approved applications. The ideal candidate should have 2-5 years of experience supporting Windows Desktop environments.

The scope of support encompasses the Client Windows platform, encompassing desktop and end-user technologies, collaboration tools, mobile technologies, printing, as well as laptops and mobile devices. Additionally, this role involves assisting with video conferencing, network, and remote access, and collaborating closely with the Service Desk to address end-user break/fix issues and other support-related functions.

Duties shall include, but not be limited to:

  • Diagnosing and troubleshooting desktop system, printer, and operating problems
  • Consulting and instructing users on hardware and software questions/issues.
  • Collaborate with other IT Services Data Center and Network Infrastructure teams.
  • Install, maintain, and upgrade equipment and its associated infrastructure.
  • Runs diagnostic tests to isolate system problems as well as proactive activities.
  • Operating Systems Windows, OS-X
  • MS Office (Windows and knowledge of Mac) software
  • Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
  • Hands-on experience removing viruses and spyware using various tools (Windows)
  • Identifies, researches, and resolves technical problems, including forming an RCA
  • Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution within an affected SLA


  • Degree/Diploma in Computer Science or Information Technology
  • Prove of English Proficiency (Good written and verbal communication skills and English B2 level)
  • Proven work experience as a Desktop Support Engineer or Support Technician.
  • Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
  • Knowledge of popular operating systems, software applications, and remote connection systems: MS Windows, MS Office 365, Active Directory, SCCM, DHCP, VPN, and others.