Desktop Support Engineer L1

Role & responsibilities

We are looking for a Desktop Support Engineer L1 to provide first-level technical support to end users and ensure the smooth functioning of desktops, laptops, peripherals, and other IT hardware. The role will involve troubleshooting hardware and software issues, monitoring devices, resolving incidents through a ticketing system, and escalating complex issues to L2/L3 teams.

Key Responsibilities:

• Provide L1 technical support for desktops, laptops, printers, scanners, monitors, and other IT peripherals.
• Troubleshoot hardware, operating system, application, and connectivity-related issues.
• Perform basic hardware diagnostics, replacement, installation, and configuration.
• Install and configure desktops, laptops, operating systems, applications, and peripherals.
• Support users with Windows OS, Microsoft Office/O365, Outlook, Teams, and basic enterprise applications.
• Perform basic troubleshooting of LAN/Wi-Fi, VPN, network connectivity, and printing issues.
• Monitor desktop and hardware health and proactively identify recurring issues.
• Maintain accurate records of IT assets, hardware allocation, replacements, and inventory.
• Log, update, prioritize, and close incidents and service requests through the IT ticketing system.
• Follow SLA requirements and ensure timely resolution of assigned tickets.
• Escalate unresolved or complex issues to L2/L3 support teams as per defined procedures.
• Assist with user onboarding/offboarding, system setup, and access-related requests.
• Maintain proper documentation of troubleshooting steps, resolutions, and recurring issues.
• Follow IT security, asset management, and organizational support policies.

Required Skills:

• 13 years of experience in Desktop / End User Computing / IT Support.
• Good knowledge of Windows 10/11 desktop troubleshooting.
• Basic knowledge of hardware components and peripheral devices.
• Hands-on experience with Microsoft Office/O365 and Outlook.
• Basic knowledge of Active Directory and user administration.
• Basic understanding of LAN, TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.
• Experience working with an ITSM/ticketing tool.
• Good communication and interpersonal skills.
• Strong customer-service orientation and troubleshooting mindset.

Preferred Skills

• Basic knowledge of SCCM/Intune.
• Knowledge of BitLocker and endpoint security.
• Exposure to desktop imaging, software deployment, and patch management.
• ITIL Foundation certification would be an advantage.

Key Competencies

• Troubleshooting & problem-solving
• Customer service
• Hardware management
• Incident management
• Hardware monitoring
• Documentation
• SLA adherence
• Team collaboration