• Job Description

  Req#: 26-00302
  
  Deskside Support Engineer (L1/L2)
  Remote Role
  12+Month Contract
  
  The Deskside Support Engineer provides hands-on, customer-facing technical support to enterprise end-users. This role covers hardware and software troubleshooting, device lifecycle management, OS imaging, application deployments, access provisioning, and network connectivity support. The engineer works closely with Service Desk, Infrastructure, Security, and Workplace teams to ensure stable, secure, and performant end-user computing environments.
  
  Key Responsibilities
  • Triage, diagnose, and resolve L1/L2 incidents for Windows endpoints, mobile devices, and peripherals.
  • Fulfill service requests such as new hire setups, software installations, shared drive access, printer mappings, and VPN provisioning.
  • Own tickets from creation to closure, ensuring accurate categorization, prioritization, and documentation in the ITSM system (e.g., ServiceNow).
  • Support laptops/desktops monitors, docking stations, keyboards, mice, scanners, projectors, and UC peripherals (headsets, webcams).
  • Conduct hardware diagnostics (BIOS, firmware checks), part replacement (RAM, SSD), and coordinate OEM warranty service when required.
  • Build and deploy standard images using Windows Autopilot
  • Validate drivers, patches, baselines, and compliance policies through Microsoft Intune
  • Support BitLocker encryption, Secure Boot, and OS feature/security updates.
  • Install, configure, and troubleshoot Microsoft 365 apps, browsers, collaboration tools, and line-of-business applications.
  • Perform user account administration (AD/Entra ID), group membership changes, and password resets following security protocols.
  • Troubleshoot LAN/Wi-Fi, corporate VPN, proxy, and DNS/DHCP related client-side issues.
  • Execute device refresh and end-of-life workflows, including kill disk and e-waste compliance.
  • Track loaner laptops and temporary device allocations.
  • Deliver empathetic, clear communication, set expectations, and follow up proactively.
  • Provide desk-side coaching to end users on best practices, self-help tips, and new features.
  • Adhere to ITIL processes, security policies, data handling, and audit requirements.
  
  Required Qualifications
  • Education: Bachelor’s in Computer Science/IT or equivalent experience.
  Technical Skills: Operating Systems: Windows 10/11
  • Identity & Access: Active Directory, Entra ID (Azure AD), Group Policy.
  • Networking: Basic TCP/IP, DHCP/DNS, 802.1X, VPN clients, Wi-Fi troubleshooting.
  • Security: BitLocker, Defender, Good to have knowledge on Intune.
  • Productivity: Microsoft 365 (Outlook/Teams/OneDrive/SharePoint), browsers, PDF tools.
  • ITSM: ServiceNow—ticket handling, SLAs, CMDB updates.
  • Hardware: OEM diagnostics, BIOS/firmware updates, component replacement.
  Competencies
  • Problem Solving & Root Cause Analysis
  • Stakeholder Communication & Expectation Management
  • Operational Discipline & Process Adherence (ITIL)
  • Bias for Action & Ownership
  • Security Mindset & Risk Awareness
  • Continuous Improvement & Knowledge Sharing
  
  

• About the company

  Metasys Technologies, Inc. (MTI) was founded in 2000 with the mission to provide best-in-class business and technology solutions to help companies win in the global marketplace. Starting with an initial focus on professional staffing and IT consulting,...

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