Job Description

The Desktop L1 Support Engineer is the first point of contact for end-users experiencing technical issues. This role involves providing frontline support for hardware, software, and network-related problems, ensuring minimal disruption to business operations. The engineer will log incidents, perform basic troubleshooting, and escalate complex issues to higher support levels when necessary.

KEY RESPONSIBILITIES:

• Incident Management:
  • Log and manage incidents using ticketing tools.
  • Prioritize and categorize issues based on severity and impact.
• Technical Support:
  • Provide support for desktops, laptops, printers, and peripherals.
  • Troubleshoot hardware and software issues (Windows, Mac, Linux).
  • Assist users with application installations and configurations.
  • Perform password resets and basic account management.
• Remote & Onsite Troubleshooting:
  • Use remote tools to diagnose and resolve issues.
  • Guide users through step-by-step instructions for issue resolution.
• Escalation:
  • Identify issues requiring advanced support and escalate to L2/L3 teams.
  • Document troubleshooting steps before escalation.
• Monitoring & Reporting:
  • Monitor system performance using tools and raise alerts for anomalies.
  • Maintain logs of technical issues and resolutions.
• Customer Communication:
  • Provide timely updates to users regarding issue status.
  • Communicate planned maintenance or outages professionally.
• Documentation:
  • Create and maintain technical manuals and support documentation.

QUALIFICATIONS:

• Technical Skills:
  • Proficiency in Windows/Mac/Linux OS environments.
  • Basic networking knowledge (IP, DNS, DHCP).
  • Familiarity with antivirus and security practices.
  • Experience with remote support tools and ticketing systems.
• Soft Skills:
  • Strong communication and interpersonal skills.
  • Problem-solving mindset and customer-oriented approach.
  • Ability to multitask and manage time effectively.
• Education & Certifications:
  • Preferred Bachelor's degree in computer science, IT, or related field.
  • Certifications like CompTIA A+, ITIL Foundation, or MCDST are a plus.
• Preferred Qualifications:
  • Experience in similar desktop support roles (1–2 years).
  • Exposure to IT service management practices.
  • Familiarity with automation tools or AI-based support systems.

Vertical

Technology