Desktop Support Engineer L1

Key Responsibilities

• Provide L1 technical support for desktops, laptops, printers, network connectivity, and other IT infrastructure.
• Monitor network and security infrastructure and identify alerts or service disruptions.
• Troubleshoot basic LAN/WAN, Wi-Fi, Internet and connectivity-related issues.
• Perform basic troubleshooting of switches, routers, firewalls and access points.
• Support user onboarding/offboarding, system configuration and basic access-related requests.
• Troubleshoot Windows OS, Microsoft 365, email, applications and endpoint-related issues.
• Assist with installation, configuration and maintenance of IT hardware and software.
• Monitor endpoint/security alerts and escalate incidents as per defined procedures.
• Perform basic checks on antivirus/EDR and other security solutions.
• Log, update and track incidents and service requests through the designated ticketing system.
• Maintain proper documentation of incidents, troubleshooting steps and resolutions.
• Follow defined SOPs, escalation matrix and SLA requirements.
• Coordinate with L2/L3 support teams, OEMs and other service providers whenever required.
• Maintain an inventory of IT assets and support documentation.
• Provide regular updates on open incidents and pending issues to the reporting manager/customer SPOC.

Required Technical Skills

• Good understanding of TCP/IP, DNS, DHCP, LAN/WAN and Wi-Fi.
• Basic knowledge of network switches, routers, firewalls and VPN.
• Hands-on experience with Windows operating systems and Microsoft 365.
• Basic understanding of endpoint security, antivirus/EDR and security best practices.
• Basic troubleshooting skills for hardware, software and network issues.
• Familiarity with IT ticketing/helpdesk systems.
• Good understanding of incident management and escalation processes.

Desired Skills

• Experience in an enterprise IT support / NOC / helpdesk environment.
• Exposure to network/security monitoring tools.
• Knowledge of any firewall platform such as Sophos, SonicWall, Fortinet, Cisco, etc.
• ITIL Foundation or relevant networking certification such as CCNA would be an advantage.

Soft Skills

• Strong troubleshooting and problem-solving approach.
• Good verbal and written communication.
• Ability to interact professionally with end users and customer teams.
• Good documentation and reporting skills.
• Ability to work independently as well as with remote L2/L3 teams.
• Willingness to learn and work in a customer-facing environment.

Key Performance Areas

• Timely response and resolution of L1 incidents.
• Adherence to agreed SLA and escalation timelines.
• Effective monitoring and identification of infrastructure issues.
• Accurate ticket updates and documentation.

Reduction of recurring incidents through proper troubleshooting and escalation

Pay: ₹8,900.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Work Location: In person