Desktop Support Engineer 1

Role & responsibilities:

We are looking for a Desktop Support Engineer L1 to provide first-level technical support to end users and ensure smooth functioning of desktops, laptops, applications, and basic network connectivity. The candidate should have good communication skills and hands-on experience with IT support tools and troubleshooting.

Key Responsibilities:

• Provide L1 technical support to users through phone, email, ticketing tools, and in-person support.
• Log, track, update, and resolve incidents and service requests using the IT ticketing tool.
• Troubleshoot issues related to desktops, laptops, printers, peripherals, and basic network connectivity.
• Perform basic administration and troubleshooting of Active Directory, including user accounts, password resets, and access-related issues.
• Provide basic support for Microsoft Office 365 applications.
• Perform basic SCCM activities such as software deployment, system inventory, and troubleshooting.
• Support and troubleshoot BitLocker encryption and related issues.
• Diagnose and resolve basic hardware issues, including desktops, laptops, keyboards, mice, monitors, and other peripherals.
• Troubleshoot basic network issues, including LAN connectivity, Wi-Fi, IP configuration, and related connectivity problems.
• Escalate unresolved or complex issues to the appropriate L2/L3 teams while maintaining proper ticket documentation.
• Maintain accurate records of incidents, resolutions, and user interactions.
• Follow standard IT support processes, SLAs, and escalation procedures.

Required Skills:

• 1.52.5 years of experience in Desktop Support / IT Helpdesk / Service Desk.
• Good English communication skills, both written and verbal.
• Hands-on experience with IT ticketing tools.
• Basic knowledge of Active Directory.
• Basic knowledge of Microsoft Office 365.
• Basic knowledge of SCCM.
• Working knowledge of BitLocker encryption.
• Basic hardware troubleshooting skills.
• Basic network troubleshooting skills.
• Good problem-solving and customer-service skills.

Preferred Profile:

• ITIL awareness or certification will be an advantage.
• Experience working in a corporate IT support or service desk environment.
• Ability to work independently and follow defined processes and SLAs.
• Strong customer orientation and willingness to learn.