Depot Support Engineer

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Depot Support Engineer

Key Responsibilities Provide L1–L2 troubleshooting support for Windows 10/11, mac OS, mobile devices, email, VPN, and enterprise applications. Execute hardware diagnostics, repair, imaging, software installations, upgrades, and system configuration. Manage ticket queues ensuring SLA compliance, accurate documentation, and timely escalations. Perform asset check-in/check-out, tagging, staging, configuration, and lifecycle tracking. Coordinate vendor warranty claims and RMA processes for faulty equipment. Support deployment projects, refresh programs, swap events, and break/fix activities. Maintain CMDB accuracy and conduct regular inventory cycle counts and reconciliation. Ensure secure data wiping, disposal compliance, and adherence to GDPR and company policies. Required Skills Technical Skills: Windows & mac OS troubleshooting Hardware break/fix & imaging tools Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi) Functional Knowledge: IT asset lifecycle management SLA management & ticket handling GDPR & data security compliance Tools / Systems / Technical Knowledge Service Now or equivalent ticketing systems Asset management / CMDB systems Imaging & deployment tools Microsoft 365 environment Basic networking tools Decision-Making Authority Authorized to resolve L1–L2 technical incidents independently, prioritize ticket queues, and escalate complex L3 issues. Responsible for asset status updates and operational decisions within defined depot policies. Problem-Solving Complexity Handles routine to moderately complex technical issues requiring diagnostic skills and structured troubleshooting. Operates within established SOPs with limited ambiguity. Stakeholder Management / Influence Interacts with end users, depot teams, field engineers, vendors, and service delivery managers. Client-facing at operational level with moderate cross-functional coordination responsibilities. Education & Certification Requirements Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). Preferred: ITIL Foundation, Comp TIA A+/Network+, MD-100/MD-102, Apple ACSP/ACMT. Experience Requirements Minimum 2+ years of experience in IT support, service desk, desktop engineering, or depot operations with strong exposure to EUC environments and hardware lifecycle management.