Depot Support Engineer

Role Summary / Job Purpose

The IT Depot Support Engineer (L2) is responsible for providing hands-on End User Computing (EUC) support and managing depot operations to ensure high-quality incident resolution, asset accuracy, and smooth IT hardware lifecycle management. The role contributes to operational efficiency, SLA adherence, and customer satisfaction by delivering timely technical support and maintaining compliance with security and data protection standards.

Key Responsibilities

• Provide L1–L2 troubleshooting support for Windows 10/11, macOS, 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 & macOS 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

• ServiceNow 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, CompTIA 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.