Desktop Engineer L1

Key Responsibilities

• Provide Level 1 desktop and end-user IT support for desktops, laptops, printers, and other IT peripherals.
• Diagnose and resolve basic hardware, software, and Windows operating system issues.
• Install, configure, and troubleshoot desktop applications and operating systems.
• Support Microsoft Office applications, Outlook, email, and Microsoft 365-related issues.
• Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, and VPN.
• Assist with user account issues, password resets, and access-related requests.
• Log, update, track, and resolve incidents and service requests using the designated IT service management system.
• Escalate unresolved issues to Level 2 support teams and follow up until resolution.
• Perform desktop setup, software installation, patching, and routine maintenance.
• Maintain accurate records of IT assets, incidents, and troubleshooting activities.
• Ensure compliance with IT security policies, standard operating procedures, and SLA requirements.
• Provide courteous and timely technical assistance to end users.

Mandatory Skills and Requirements

• Minimum 1 year of experience in desktop support, IT support, or service desk operations.
• Basic knowledge of Windows 10/11 operating systems.
• Experience troubleshooting desktop/laptop hardware and software issues.
• Familiarity with Microsoft Office, Outlook, and basic Microsoft 365 applications.
• Basic understanding of LAN, Wi-Fi, VPN, and TCP/IP networking.
• Good troubleshooting, communication, and customer service skills.
• Ability to document incidents and follow established support procedures.

Pay: $2,500.00 - $3,500.00 per month

Benefits:

• Cell phone reimbursement
• Employee assistance programme
• Health insurance

Work Location: In person