Desktop Support

The L1 Desktop Support Engineer provides first-level technical support to end-users, resolving hardware, software, and network-related issues. This role ensures smooth IT operations by responding promptly to user requests, troubleshooting basic problems, and escalating complex issues to higher-level support teams when necessary.

Key Responsibilities:

• Provide first-level support for end-users via phone, email, chat, or ticketing system.
• Troubleshoot and resolve issues related to desktops, laptops, peripherals, printers, and other IT equipment.
• Install, configure, and maintain software applications, operating systems, and antivirus solutions.
• Assist users with password resets, account lockouts, and access permissions.
• Support basic network connectivity issues (LAN, Wi-Fi, VPN).
• Maintain inventory of IT assets and document all support activities.
• Escalate unresolved or complex issues to L2/L3 support teams following standard procedures.
• Provide guidance and basic training to end-users on software and hardware usage.
• Ensure tickets are updated accurately and closed in a timely manner.
• Follow IT policies, procedures, and security guidelines.

Qualifications & Skills:

• Education: Diploma/Degree in Computer Science, IT, or related field.
• Experience: 0–2 years in IT support, helpdesk, or desktop support.
• Technical Skills:
• Basic troubleshooting of Windows and macOS operating systems.
• Knowledge of Microsoft Office Suite and commonly used enterprise applications.
• Familiarity with printers, scanners, and other peripheral devices.
• Understanding of basic networking concepts (IP, DNS, DHCP, VPN).
• Soft Skills:
• Strong communication and interpersonal skills.
• Customer-focused with a problem-solving attitude.
• Ability to work under pressure and manage multiple support requests.

Work Location: In person