Desktop Support Engineer

Role & responsibilities

We are looking for an enthusiastic and customer-focused IT Service Desk L1 Engineer to provide first-level technical support to end users. The candidate will be responsible for troubleshooting common hardware, software, network and access-related issues, ensuring timely resolution within defined SLAs.

Key Responsibilities

• Provide L1 technical support to users through calls, emails, chat or ticketing tools.
• Log, categorize, prioritize and manage incidents and service requests.
• Troubleshoot common desktop, laptop, software, printer and peripheral-related issues.
• Provide basic support for Windows OS, MS Office, Outlook, Teams and other business applications.
• Troubleshoot basic LAN, Wi-Fi, VPN and internet connectivity issues.
• Perform basic troubleshooting for IP, DNS, DHCP, ping and network connectivity.
• Handle password reset, account unlock and access-related requests as per defined procedures.
• Monitor tickets and ensure timely resolution as per SLA/TAT.
• Escalate unresolved or complex issues to the appropriate L2/L3 teams.
• Maintain proper documentation of troubleshooting steps and resolution details in the ticketing system.
• Follow defined SOPs, IT policies and security guidelines.
• Coordinate with internal teams, vendors and other support teams whenever required.
• Provide regular updates to users regarding the status of their issues.
• Ensure a positive user experience through professional and effective communication.

Technical Skills

• Basic knowledge of Windows Operating System.
• Basic knowledge of hardware and desktop troubleshooting.
• Basic understanding of Networking LAN, WAN, IP, DNS, DHCP, Wi-Fi and VPN.
• Knowledge of MS Office, Outlook and Teams.
• Familiarity with ServiceNow or any other ITSM/ticketing tool.
• Basic understanding of Incident, Service Request and Escalation Management.
• Good troubleshooting and problem-solving skills.

Desired Skills

• Good verbal and written communication skills.
• Customer-focused approach with good interpersonal skills.
• Ability to troubleshoot issues logically and systematically.
• Willingness to learn and adapt to new technologies and processes.
• Ability to work effectively in a team environment.
• Good understanding of SLA and priority-based ticket handling.

Preferred candidate profile