How to Be Deskside Support Engineer - Job Description, Skills, and Interview Questions

Aug 8, 2022 / 5 Minutes Read / By Albert

How to Become

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The lack of adequate deskside support can have a detrimental effect on businesses, leading to decreased productivity, increased downtime, and decreased customer satisfaction. When companies fail to invest in the proper deskside support tools and staff, they are faced with challenges that can be difficult to overcome. This can take the form of slow response times for repairs and service requests, resulting in delays in resolving issues that customers may be experiencing.

employees may be unable to access the software and systems they need to perform their job functions, causing them to be less productive. By investing in an experienced and knowledgeable deskside support engineer, businesses can ensure that they are equipped with the right resources to ensure their systems run smoothly, quickly address any challenges that arise, and provide the best customer experience possible.

Steps How to Become

Obtain a bachelor's degree in computer science or a related field. Deskside support engineers often require a deep understanding of computer systems, and a four-year degree will provide the necessary background for the job.
Get certified in computer systems. Many deskside support engineers have certifications such as Microsoft Certified Professional, CompTIA A+ or CompTIA Network+.
Gain experience with computer systems. Having real-world experience with computers and networks is essential for deskside support engineers. Consider internships or entry-level positions working with computers to get the necessary experience.
Develop troubleshooting skills. Deskside support engineers must be able to quickly identify and solve problems with computer systems. Practice troubleshooting on your own computer or network setup to sharpen your skills.
Consider additional certifications. Deskside support engineers may benefit from certifications in specialized areas, such as mobile devices or certain software applications.
Look for jobs. Use job search sites or visit employers in person to find open positions for deskside support engineers. Prepare your resume and cover letter to apply for available positions.

In order to stay up-to-date and competent as a Deskside Support Engineer, it is important to keep abreast of the latest technological advancements and industry trends. This includes staying informed of the latest hardware and software updates, researching new products and services that can be implemented for customer support, and attending seminars and conferences related to the field. Additionally, one should stay in contact with peers and colleagues who are also in the same profession, as well as participate in online forums or communities to ask questions and exchange ideas. Doing so helps to broaden ones knowledge base and stay ahead of the competition.

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Job Description

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Monitor and respond quickly and effectively to requests received through the IT help desk.
Install, modify, and repair computer hardware and software.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Provide end-user training and support for software applications and hardware devices.
Provide technical assistance to other IT departments as needed.
Document technical issues and resolutions for future reference.
Maintain inventory of all equipment, hardware, and software resources.
Follow up with customers to ensure their technical issues were resolved.

Skills and Competencies to Have

Knowledge of computer hardware and software
Ability to troubleshoot technical problems
Expertise in Windows and Mac operating systems
Familiarity with network protocols and technologies
Experience with remote access solutions
Excellent customer service skills
Ability to manage multiple tasks simultaneously
Strong communication and interpersonal skills
Problem-solving and analytical thinking
Good organizational and time management skills

Good communication skills are essential for any Deskside Support Engineer. This is because they need to be able to clearly explain technical problems to users and provide them with simple solutions. Without excellent verbal and written communication, deskside support engineers will struggle to diagnose and fix problems in an efficient manner.

they must be able to work well with customers and maintain a professional demeanor while troubleshooting. Other important skills include knowledge of hardware and software, problem-solving abilities, and the ability to stay organized and manage time wisely. All of these skills are necessary for a Deskside Support Engineer to ensure that customer issues are effectively resolved in a timely manner.

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Frequent Interview Questions

Describe your experience with Microsoft Windows operating systems.
What troubleshooting techniques do you use to identify and resolve problems?
How do you handle frustrated or demanding users?
How familiar are you with network protocols and technologies?
How would you set up a new workstation for a user?
Are you comfortable handling hardware and software installation?
How do you stay up-to-date on current technology?
What challenges have you encountered when providing desk side support?
What processes do you follow for documentation and tracking of issues?
Describe a time when you had to respond to an emergency IT issue.

Common Tools in Industry

Remote Desktop Protocol (RDP). A protocol that enables desktop sharing over networks, allowing the user to remotely access and control another computer. (eg: LogMeIn)
Password Management Software. Software that helps users store and manage passwords securely. (eg: LastPass)
Antivirus Software. Software that helps protect computers from malicious software and online threats. (eg: Norton Antivirus)
Imaging Software. Software that allows users to create and manage virtual machine images. (eg: Acronis True Image)
Diagnostic Tools. Software that scans and identifies hardware and software problems on a computer. (eg: Microsoft System Information)
Troubleshooting Utilities. Software that helps users troubleshoot technical issues on their computers. (eg: Microsoft FixIt)
Asset Tracking Software. Software that helps organizations track and manage their IT assets. (eg: Lansweeper)
Backup Software. Software that helps users back up their data. (eg: Carbonite)
Remote Support Tools. Software that allows users to provide remote support to other users. (eg: TeamViewer)
Monitoring Software. Software that helps organizations monitor the performance of their IT systems. (eg: SolarWinds)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
Institute of Electrical and Electronics Engineers (IEEE)
International Association of Computer Science and Information Technology (IACSIT)
Institute of Information Technology Professionals (IITP)
Association for Computing Machinery (ACM)
Society for Information Management (SIM)
Association of Support Professionals (ASP)
HDI (Help Desk Institute)
Desktop Support Professionals Association (DSPA)
CompTIA A+ Certification

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Common Important Terms

End User Support. End user support is a type of customer service that helps users troubleshoot technical problems related to computer hardware, software, and other IT systems.
System Administration. System administration is the process of managing and configuring computer systems, including hardware, software, and networks.
Network Administration. Network administration is the process of managing and configuring computer networks such as local area networks (LANs) and wide area networks (WANs).
Help Desk Support. Help desk support is a type of customer service that provides technical assistance to customers and users.
Troubleshooting. Troubleshooting is the process of identifying and resolving problems with computer hardware, software, networks, and other systems.
Help Desk Ticketing System. A help desk ticketing system is a software application used to track requests for technical assistance from customers and users.
Remote Desktop Support. Remote desktop support is a type of customer service in which a technician assists customers and users with technical issues via a remote connection.
Configuration Management. Configuration management is the process of managing and tracking changes to computer systems and networks.

Frequently Asked Questions

What is a Deskside Support Engineer?

A Deskside Support Engineer is a technical specialist responsible for providing on-site customer support and technical assistance for hardware and software issues.

What knowledge and skills are required for the role?

Deskside Support Engineers must have a strong technical background and excellent problem-solving skills. They should also have knowledge of computer systems, network systems, IT security protocols, and customer service best practices.

What tasks does a Deskside Support Engineer typically perform?

The primary tasks of a Deskside Support Engineer include troubleshooting hardware and software issues, installing and configuring computer systems, providing technical assistance to users, and maintaining IT security protocols.

How many Deskside Support Engineers are typically employed in an organization?

The number of Deskside Support Engineers employed in an organization depends on the size and scope of the organization's IT operations. Generally, the larger the organization, the more Deskside Support Engineers are employed.