Job Specifications
Role Summary
We are seeking an experienced Desk Side Support Engineer to provide on-site and remote end-user support in a large enterprise environment. The ideal candidate must have prior experience supporting large user bases (50+ users per site), demonstrate strong SLA awareness, and possess hands-on expertise across imaging, M365, hardware/software troubleshooting, and MAC/Windows environments. Candidates without this experience may not be suitable for our client environment.
Mandatory Experience & Fitment Criteria
Candidates must meet the following criteria to be considered:
Experience supporting large engagements or sites with 50+ users
Strong understanding of SLA-driven support models
Ability to clearly explain how they prioritized incidents
Must be able to articulate SLA timelines for P3 and P4 tickets
Proven hands-on imaging and device enrollment experience using:
Windows Autopilot
SCCM
Microsoft Intune
Solid experience supporting Microsoft 365, including:
Outlook issues (profile, connectivity, add-ins)
Microsoft Teams issues, especially meeting room / conference room setups
Strong troubleshooting mindset:
Must demonstrate a structured approach to resolving slow laptop performance
Should analyze root cause (CPU, disk, startup apps, OS health, malware, logs) before suggesting hardware upgrades
Key Responsibilities
Desk Side & End-User Support
Provide Level 2 desk-side and remote support for Windows and MAC users
Support large user populations in an enterprise environment
Resolve incidents and service requests within defined SLA timelines
Imaging & Device Enrollment
Perform OS imaging, re-imaging, and device enrollment
Support Autopilot, SCCM, and Intune-based deployments
Ensure compliance with corporate build and security standards
Hardware & Software Break/Fix
Diagnose and resolve laptop, desktop, docking station, printer, and peripheral issues
Perform hardware replacements and coordinate vendor repairs
Troubleshoot OS, application, and driver-related issues
Microsoft 365 & Collaboration Tools
Support Outlook, Teams, OneDrive, and other M365 services
Troubleshoot Teams meeting room, AV, and conferencing issues
Coordinate with network and collaboration teams as required
Asset & Process Management
Maintain accurate asset inventory and lifecycle records
Follow ITIL-based processes for incident, problem, and change management
Ensure proper documentation and ticket updates
Network & Meeting Room Support
Provide basic network troubleshooting (LAN, Wi-Fi, VPN)
Support conference room equipment, displays, cameras, and microphones
Required Technical Skills
Desk Side Support Experience – Enterprise environment
Imaging & Enrollment – Autopilot, SCCM, Intune
Hardware Break/Fix – Laptops, desktops, peripherals
Software Break/Fix – OS, applications, drivers
Technical Knowledge – Windows 10/11, MAC OS
Process Knowledge – SLA, ITIL-based support
Asset Management – Inventory & lifecycle tracking
Mobile Device Management – Intune / MDM tools
Network & Meeting Room Support – AV, conferencing
MAC Operating System Support – Mandatory
About the Company
Enterprise Solutions, Inc. is a technology-intensive services company. We develop and deliver software and engineering solutions to our partners; we work relentlessly to keep our clients happy, and we measure our business success with the trust we earn from them.
Enterprise Solutions offers implementation services for VMS, MSP, ERP, cloud, analytics and digital transformation. We are a certified Minority Business Enterprise (MBE).
We have extensive experience in end-to-end software development using a wide array of techno...
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