Technical Support Engineer

IT Desktop/End-User Support (L1), including Windows, hardware/software troubleshooting, basic networking, Microsoft 365 applications and ITSM ticket management.

Key Responsibilities

• Provide onsite technical support to end users for IT-related issues.

• Troubleshoot desktops, laptops, monitors, docking stations, printers and other

peripherals.

• Troubleshoot Windows 10/11 operating system issues.

• Install and configure software, applications, drivers and Windows updates.

• Troubleshoot basic LAN, Wi-Fi and VPN connectivity issues.

• Support Microsoft Office / Microsoft 365 applications such as Outlook, Teams

and OneDrive.

• Perform basic laptop/Desktop hardware troubleshooting and coordinate with

OEM vendors when required.

• Create, update and close incidents and service requests in the ITSM tool.

• Ensure tickets are resolved within the defined SLA.

• Escalate complex issues to L2/L3 teams with proper troubleshooting details.

• Support new user onboarding, laptop setup and IT equipment allocation.

• Maintain IT asset and inventory records.

• Provide professional and courteous support to users.

• Assist with IT projects, hardware refresh activities and service camps when

required.

• Follow company IT security policies and standard operating procedures.

• Maintain proper documentation of troubleshooting activities.