L1 Desktop Support Engineer

For one of our clients, we are looking for an L1 Desktop Support Engineer to provide first-level technical support to end users across hardware, software, and basic infrastructure-related issues.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, and peripheral devices.
• Troubleshoot basic hardware, software, operating system, network, Wi-Fi, VPN, and printer issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with password resets, account unlocks, and user access-related issues.
• Provide remote support using approved remote assistance tools.
• Log, track, update, and resolve incidents and service requests through the ITSM tool.
• Monitor ticket queues and ensure compliance with SLA targets.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Assist with laptop and desktop setup, deployment, refresh, and replacement activities.
• Maintain accurate asset inventory and device records.
• Support user onboarding and offboarding activities, including account setup, access provisioning, asset collection, and access removal.
• Perform basic Active Directory activities and coordinate with network, server, and application teams.
• Maintain clear documentation of troubleshooting activities and resolutions.
• Follow ITIL-based Incident, Request, and Change Management processes.
• Adhere to organizational security, compliance, and IT policies.

Requirements

• 2–5 years of experience in desktop support, service desk, or IT support.
• Bachelor's degree or diploma in Computer Science, Information Technology, or a related discipline.
• Strong knowledge of Windows 10 and Windows 11.
• Hands-on experience with Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint support.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN, and printer troubleshooting.
• Experience using ITSM tools; knowledge of BMC Helix is preferred.
• Basic knowledge of macOS is an advantage.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to work collaboratively and support a global user base.
• Willingness to work in shifts and follow shift schedules.
• Relevant technical certifications are an advantage.

Preferred Certifications

• ITIL Foundation
• Microsoft Fundamentals: MS-900 or AZ-900
• CompTIA A+