Desktop Support Engineer L1

Job Summary

We are seeking a skilled Desktop Engineer responsible for providing technical support, troubleshooting hardware and software issues, maintaining desktop and laptop infrastructure, and ensuring end-user productivity. The ideal candidate should have knowledge of operating systems, software installation, networking fundamentals, Linux basics, hardware troubleshooting, and desktop/laptop assembly.

Key Responsibilities

1. Operating System Administration

• Install, configure, and troubleshoot Windows 10/11 operating systems.
• Perform OS upgrades, patch management, and system updates.
• Troubleshoot boot issues, user profile problems, and performance-related concerns.
• Manage system settings, drivers, and peripheral devices.
• Basic administration and troubleshooting of Linux operating systems (Ubuntu, CentOS, Red Hat).

2. Software Installation & Support

• Install, configure, and upgrade software applications.
• Troubleshoot application-related issues and compatibility problems.
• Support Microsoft Office, Microsoft 365, Adobe Acrobat, web browsers, VPN clients, and business applications.
• Manage software licensing and version compliance.
• Assist users with application setup and usage.

3. Network Support (Basic Knowledge)

• Understand TCP/IP, DNS, DHCP, VPN, LAN, and Wi-Fi concepts.
• Troubleshoot internet connectivity and network access issues.
• Diagnose printer connectivity and network-sharing problems.
• Perform basic network testing using tools such as:
• Ping
• Tracert
• Nslookup
• Ipconfig
• Netstat
• Coordinate with network teams for complex network-related incidents.

4. Linux Basics

• Basic installation and configuration of Linux operating systems.
• User and permission management.
• File system navigation and administration.
• Service and process monitoring.
• Basic command-line troubleshooting.
• Log analysis and system health checks.

5. Hardware Troubleshooting & Assembly

• Assemble and upgrade desktop systems.
• Install and replace hardware components such as: RAM, HDD/SSD, Motherboard, CPU, Power Supply Unit (PSU), Network Cards
• Diagnose and resolve hardware failures.
• Troubleshoot laptops, desktops, printers, scanners, and peripherals.
• Perform preventive maintenance and hardware health checks.
• Coordinate warranty claims and hardware replacements.

6. Troubleshooting & Incident Management

• Diagnose and resolve hardware, software, OS, and connectivity issues.
• Provide remote and onsite support to end users.
• Handle incidents and service requests within defined SLAs.
• Perform root cause analysis for recurring issues.
• Maintain troubleshooting documentation and knowledge base articles.

7. Asset & Inventory Management

• Track IT assets including desktops, laptops, monitors, and accessories.
• Maintain inventory records and asset lifecycle management.
• Coordinate asset allocation, replacement, and disposal activities.

Required Technical Skills

Operating Systems

• Windows 10/11
• Windows Server Basics
• Linux (Ubuntu/CentOS/Red Hat)

Desktop Support

• OS Installation & Configuration
• Software Deployment
• Patch Management
• System Troubleshooting

Networking

• TCP/IP
• DNS
• DHCP
• VPN
• LAN/WAN
• Wi-Fi Troubleshooting

Hardware

• Desktop Assembly
• Laptop Troubleshooting
• Hardware Upgrades
• Peripheral Support

Tools

• Remote Desktop
• TeamViewer
• Any Desk
• ServiceNow /Jira /Remedy
• Microsoft Office 365

Desired Soft Skills

• Strong analytical and troubleshooting skills
• Excellent communication and user support abilities
• Ability to prioritize multiple tasks effectively
• Customer-focused approach
• Documentation and reporting skills
• Team player with problem-solving mindset

Qualification

• T.Y.B.COM, Diploma , IT, Electronics, or related field.
• 6 months to 1-5 years of experience in Desktop Support
• Relevant certifications such as CompTIA A+, Microsoft Certified, or ITIL Foundation will be an added advantage.